Advanced Telemarketing Services (ATS)

Problems

• Outdated call center system wasn’t meeting minimum requirements.
• Needed FTC compliant solution.
• Need to cut agent training time
• Share information between agents and loan officers in various sites
• Required three-way call transfer.

Implications

• Losing mortgage leads.
• Not maintaining competitive position in marketplace.
• Subject to government fines with FTC compliance.

Solution

• Amcat customer contact management software solution.
• Mortgage lead information is dynamically shared between Telemarketing Sales Representatives (TSRs) and loan officers via the SQL Server database.
• Required a supplier who thoroughly understood SQL Server, would research business needs and provide the know-how and professional services creativity to fulfill the ATS vision.

Result

• Increased lead productivity by 25%.
• Decreased agent training time by 80%.
• Dynamic sharing of information based on Amcat Professional Services.
• Comments Patricia Sullivan, ATS Adminsitrator, “Amcat really lived up to our expectations, The development team has really gone the distance for us. We bought Amcat because we felt it was a strong company that would stand behind its products, and we were right. Amcat did stand behind its software, and we are grateful for all the assistance. Sometimes if you have a lot of issues, suppliers just want you to go away. When it really came right down to it, Amcat came through for us.”