Inside Virtual Call Center

Kingsdale Shareholder Services, a strategic capital and business solutions provider, decided to answer their growth by installing Five9’s Virtual Call Center Suite.  Kingsdale Shareholder Services was created by Kingsdale Capital Corporation, a global financial services firm, because of the growing importance of shareholder service providers.  The Kingsdale Shareholder Services staff has to frequently call clients and proxy voters, to explain the voting processes.  Staff members have to make up to thousands of calls per client, which can be a long and grueling process because they have to manually dial each number since they did not have a call center solution.

Kingsdale Shareholder Services decided to implement the Five9 Virtual Call Center to help them handle outgoing calls.  They were growing rapidly and started signing multi-billion capitalization companies which required thousands of calls. The new call center helped them handle the influx in call volumes, which ultimately helped them grow and expand their services.

Five9, a leading on-demand telemarketing and call center solutions provider, offers predictive dialing, which helps avoid blocked numbers or busy signals.  This saves time and money as agents do not have to manually dial numbers.  Also, agents can avoid dead end calls. Five9 is ideal for rapidly growing companies that need to handle more outgoing or ingoing calls.

Five9’s virtual call center was a success at Kingsdale Shareholder Services.  They were able to increase their daily outbound calls from 500 to over 5,000 with the new call center.  This helped Kingsdale double their customer base in one year.  Mayu Baba, a Kingsdale Shareholder Services employee, was very pleased with the call center implementation.  He said, “We felt that the Five9 solution provided the features we were looking for – predictive dialing, reporting, call monitoring, and high-quality VoIP – at a price point we could afford.”

Five9 installed the call center in a few days, as opposed to the months or weeks that Kingsdale expected.  Kingsdale saved money with Five9 and accordingly they were able to double the number of agents that they had on staff.  Training is faster and easier with Five9’s call center.  Kingsdale completely customized the virtual call center.  Their company grew significantly because of it.

Baba said, “The overall impact of the Five9 solution has been very positive for Kingsdale Shareholder Services,” said Baba. “It has allowed us to offer new value-added, personalized services to our clients such as offering dedicated 1-800 lines, and increase efficiencies enabling us to double our customer base and number of call center agents in just one year, while maintaining the stellar client services that we are known for.”

Users can build their own call centers with the help of Five9’s informational webinars, which can be found on their website.  Five9 can also provision business call centers in as little as 48 hours.

Technorati Tags: call center solutions, five9, kingsdale shareholder services, Predictive Dialer, telemarketing, Virtual Call Center

Five9 announced that its virtual call center suite was selected to receive the “Product of the Year” award from SearchCRM.com. This award recognizes Five9 as a leading provider in on-demand call center software. Its virtual call center suite is noted for its robust functionality and ease of use.

Five9 is delighted to be rewarded with this award. With the amount of investment it dedicates to its products, its nice to see that it has paid off. Five9 is honored to be recognized for its committment to delivering high quality and innovative products. With the continued improvements and innovations in its software, companies should continue to expect high quality solutions from Five9.

To learn more about Five9 solutions, you can read the full article found here.

Technorati Tags: Call Center Functionality, Predictive Dialer, Virtual Call Center