contactSPACE Case Study


Learn how Skills Certified unlocked incredible business growth - with contactSPACE.

“Without contactSPACE, we wouldn’t be where we are today, and we wouldn’t have been able to grow so quickly...

We wouldn't be able to service our customers at the same level. We wouldn't have been able to track and report at the same level."


Scott Bailey, Head of Operations


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The Challenge

Facilitating rapid growth without an IT or dialler management team

Exponential growth, lead management & technology consolidation - all without an on-site IT team

The Skills Certified management team had a monumental task ahead of them.

They needed an all-in-one, 100% cloud-based contact solution that would:

  • Consolidate, and integrate with, the variety of systems agents rely on each and every day.
  • Provide a seamless agent experience.
  • Promptly allocate and manage leads to agents.
  • Be flexible and easy-to-use on both an agent and an administrator level.
  • Support multi-channel customer interactions.
  • Not require extensive dialler/IT management & support.
  • Allow the business rapid, infinite scalability.
  • Automate, automate, automate!
  • We wanted to avoid the legacy-type systems we had previously used at other businesses - the type of systems that required an entire IT and dialler management team to operate.

    We needed a solution that would limit the IT support we needed to operate and a partner that would allow us to be agile for our customers.

    - Johnny Jusic, Managing Director



    The Solution


    An all-in-one, automated, cloud-based solution

    After a thorough analysis of the systems available on the market, the team at Skills Certified engaged contactSPACE to be the software solution to serve their business. Immediately, the benefits of this decision were evident.

    contactSPACE took the time to understand our business. They've essentially became an extension of our team—they kept us involved every step of the way of the implementation and we regularly connect to discuss future initiatives.

    contactSPACE began by building an integration to Skills Certified's CRM and marketing automation technology. This enables leads to be automatically routed to an available and appropriately skilled agent, and then automatically dialled as soon as an expression of interest was registered.

    After every call, the contactSPACE system completes the necessary administrational work within the CRM automatically.

    We need to contact customers immediately, and crucially, before anybody else does. We're always at the front of the queue in our customers eyes because we're their first point of contact.

    Before contactSPACE, there was no prompting, so an agent had to manually retrieve leads - now the risk of losing an opportunity has been significantly reduced.

    - Scott Bailey, Head of Operations.

    After the initial build and the initiation of the contact stage, the focus was helping Skills Certified measure their performance.

    Since moving to contactSPACE, we have achieved unparalleled visibility. Our agents have their KPIs displayed to them on the agent dashboard and our management have a variety of supervisory dashboards and reports available. Additionally, we see incredible benefit from the quality assurance, transcription & emotional analysis modules.

    - Scott Bailey, Head of Operations.


    The Results


    Growth

    After deploying contactSPACE, the Skills Certified team grew rapidly - from fewer than 10 agents initially to above 20 within a few months - and there are no signs of slowing down.

    We've had to move 3 times due the growth we've had, we've never had any issues with picking up and moving as it's all cloud-based.

    - Scott Bailey, Head of Operations

    Agent Efficiency

    Almost immediately, Skills Certified's contacts per hour soared, and more importantly, their conversions per hour increased by a whopping 50%.

    Performance Visibility

    Agents just log straight on, and they are presented with whatever work we've assigned them and they can keep track of their KPIs.

    - Jonathan Batterham, Sales and Service Manager

    Without contactSPACE, we wouldn't be where we are today.

    - Scott Bailey, Head of Operations

    Discover how other companies succeed with contactSPACE

    We've worked with some of the world's best brands.

    Find out what they're doing to drive success.

    We're Ready

    If you have a challenge for the contactSPACE team we'd love to hear from you — so let's continue the conversation.

    Call us on 1300 360 553 or email info@contactspace.com