About

Prospect Base is a leading specialist in telesales and telemarketing with a focus on outbound calling.Increasing sales revenue and profit is always on the agenda of every board, irrespective of the economy.

Brief

ProspectBase required a solution that would manage the data for a campaign running at 15+ call centers dialing in excess of 2 million people a month to sell mobile phone products. Data was required on daily and weekly basis. This caused a number of problems for Prospectbase which included, managing a database large enough to supply all the centers, ensuring the data was sent to each call centre and that the data met TPS legislation. Issues which continued from this were to ensure that data provided was accurate and would help improve conversion rates on the campaign.
CTI Support Network put into place a solution that not only tackled all the issues that Prospectbase had but to improve the current operation and efficiency.

Solution

The solution was split into distinct sections so that the implementation could easily be understood by all involved parties.
Firstly a database was developed to hold and maintain all the data which was in excess of 8 million records. The database was developed and stored on a Linux server to provide stability and the use of open source technologies ensured that costs were kept to a minimum for the client. The system was setup and installed on quad opteron processors to ensure speed on the database was optimum. The servers were stored at CTISN Premises with external synchronizations taking place with offsite redundancy servers.

Secondly we put into place a procedure for the call centers to follow. These procedures were to enforce standardization across the call centers as they all operated differently. The process we put in place ensured that data was able to be exchanged and returned in a seamless manner no matter which center we were dealing with.

Thirdly once this process was in place we developed a system to manage data assignments and to fully track ever record used in the database. This included automatically updating result codes and using rules to decide on what data should be used based on results. The system automatically screened all data with TPS/MPS and allowed any queries to be responded to instantly by CTISN on any data that had been used.
Since the first phase we have evolved the software into a fully automated online system Data Manager that enables clients to manage a campaign across multiple call centers very easily/securely and legally. The new system allows users to access record information and update records through the interface along with tagging records for future reference. Users can also run generated reports stats and graphics on their centre and across all other centers to see performance indicators and which data profiles may be more successful for them. The system currently holds in excess of 45 million assignments.

The site can be visited at http://www.prospectbase.co.uk