The Football Pools - MaxContact


The Football Pools

The Challenge –

With a large amount of existing customer data The Football Pools knew that using a dialler would be the best way to reach out to customers, however, after attempting to use a traditional product they ran into several hurdles.
The key challenge was in linking in the dialler with their custom built CRM solution on which agents process customer orders. The system supplied by their incumbent telephone provider was unable to properly populate a URL Query String from the dialler database in order to fetch the relevant record when a call is made to or received from a customer. This meant that agents had to manually search for each record within the CRM on each call. Other issues included a lack of MI, reporting functionalities and an inflexible dialling modes which affected contact rates and caused extra work for agents.

Chris Lakey – Infrastructure Manager

“The setup process was really slick. within a week of meeting MaxContact, we had a live system, fully integrated with our CRM.”

Rapid Deployment –

Infrastructure Manager Chris Lakey reached out to MaxContact after a recommendation from a colleague and began the process of getting the system set up. Due to the time invested in setting up the existing solution, the business needed a dialler solution to be delivered in a matter of weeks.

MaxContact arranged an on site meeting that very day and Chris and his team we’re quickly impressed by the rich feature list of MaxContact as well as its simple and easy to use interface. A full system was delivered to the client exactly a week after the first meeting and the site went live the following working day after 2 on site training sessions with MaxContact’s in house training manager.

Seamless Integration –

The key requirement of the dialler solution was to integrate with The Football Pools in house CRM solution ‘Turnstile’. MaxContact delivered a solution which uses a URL Query string to fetch records as soon as a call connects (or is fetched in Preview mode) and presents them within the dialler interface to the agent. Agents immediately loved the new solution as it not only saved them time but made conversations much easier as they new exactly who they were speaking to straight away.

Support –

Our experienced UK based support team are always there to assist, 7 days a week and have been integral in getting The Football Pools setup. Consistently scoring above 98% in CSAT surveys, they are one of the reasons why we are on-boarding more new clients than anybody else.

Productivity Boosts –

With the dialler automating the outbound process, agents simply need to focus on doing what they do best – selling. By using intelligent recall rules which can be edited on the fly, the contact centre management team are able to control data flow at a granular level in order to maximise sales conversion whilst keeping up a busy, conversational sales floor.

Intuitive Reporting And MI –

MaxContact’s reporting suite allows the management team at The Football Pools to schedule the most used reports to be delivered automatically when they are required most. By providing raw data extracts several times a day, The Football Pools in house MI Specialist is able to create custom reports on the fly using PowerBI. The MaxContact Dashboard Designer makes it incredibly easy for managers to see relevant real time information without having to wade through scores of unncessary statistics.

Remote Working –

The Coronavirus outbreak has affected every single business in the UK, including The Football Pools, who needed to quickyl relocate their contact cenrte staff to remove working.

As the MaxContact Solution is entirely hosted within Microsoft Azure, we are able to give agents secure remote access to the dialler. Secure voice traffic is done using DDI ‘Nail up’ through their existing phone system infrastructure. MaxContact worked closely with the infrastructure team at The Football Pools to help them migrate their entire team to remote working in a matter of days.

The Football Pools
Established in 1924, The Football Pools are the worlds oldest football gaming company and one of the UK’s most recognisable gambling brands. With a large number of loyal customers, they operate an inbound and outbound contact centre to keep customers informed of new games and offers. Whilst the business is currently undergoing a digital transformation to modernise how their customers access the service, they still rely heavily on voice channels to keep in touch with their client base.
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