Direct marketer Infinite Mind uses TV and radio to drive consumers to its web-enabled call center for sales of a program that trains the eye to read faster. It’s a concept that takes some explaining, so only about 40% of the calls TV advertising drives to its call center and 20% driven by radio result in a sale. Infinite Mind powers a robust outbound program that follows up on calls that don’t result in an initial sale with a hosted technology platform from Echopass Corp, according to Infinite Mind CEO Steve Glick.
The on-demand platform supports the outbound agents’ needs, including an automated dialer that distributes leads among the agents, web chat capability and e-mail functionality. The hosted platform incorporates technologies from other providers, integrating with its client companies’ customer relationship management system or knowledge base as the situation requires. Echopass guarantees service-level agreements for everything on its platform.
The web-enabled system automatically dials the phone numbers fed into it from Infinite Mind and on pick-up, launches on the agent’s screen the relevant information about the lead. That includes a history of previous touch points with that lead, via an integration with Infinite Mind’s database. If there’s no pick-up, the system automatically dials the next number, saving agents’ time and boosting productivity.
Glick can log on from any browser to monitor agents’ calls, run regular reports or pull custom reports on call activity. “We have the ability to track when an agent is on the system, which allows us to measure their efficiency,” he says. Echopass contrasts the fee for the hosted service of about $250 per agent per month, to what it estimates at $10,000 to $15,000 per seat for a marketer to buy the same technology and equip agents in-house.
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