National Campaign gets custom call center to maximize agent productivity
Lakeland, FL, July 19 2016: When Mike Lindell, the founder and inventor of MyPillow, wanted to improve the return on investment for his company’s television advertisements, he went to SkySwitch reseller Davco Technologies with a vision about how his company’s inbound call center should work. Lindell had an idea for a call center that was a mix of in-house and at-home agents that incentivized both equally in order to maximize the ROI of his investments in major national television and radio campaigns.
SkySwitch reseller Davco met his requirements by building an application on top of the SkySwitch Contact Center as a Service (CCaaS) platform that allows both in-house and at-home agents to see calls as they enter the inbound call queue. Agents can take a call by clicking an Answer button in the application, and calls are delivered to agents on a first-click basis so that there is always an incentive to take a call sooner rather than later. This approach has drastically reduced the answer time and rewards agents that are both efficient and effective.
Davco also built the ability to stagger the inbound visibility by performance. By tying the call center metrics to MyPillow’s ERP system, the company now has the ability to score agents by answer time, closing percentage, average order value and customer satisfaction – each with its own weight in the overall score. Using this score, the Davco application routes calls based on prior performance so that higher performing agents (if available) get the chance to take calls before the lower performing agents, continually encouraging all agents to do their best.
According to Lindell, the results have exceeded his expectations. “The system that Davco built for MyPillow with SkySwitch is a true game changer. Since word spread about the new MyPillow work environment job-seekers have been stacking up like “cord wood” to apply for open agent positions because we give them the flexibility to work when and where they want, and they know that hard work has tangible results here.” David Povolny, CEO of Davco Technologies added that “the solution would be equally valuable to any call centric organization that could benefit from the ability to scale call center staff in a flexible and efficient way.”
The SkySwitch CCaaS solution is a true multi-tenant cloud service that delivers all of the features and functionality of an enterprise grade contact center platform in a format that maximizes a reseller’s opportunity for success. According to Eric Hernaez, President and Founder of SkySwitch “resellers can leverage SkySwitch to empower any small business, such as a doctor’s office or a real estate agency, with the same advanced contact center tools used by the largest corporations. More than that, however, by building on the system’s open architecture, resellers can create innovative bespoke solutions such as the one that Davco created for MyPillow.”
The SkySwitch CCaaS offering has an open API that allows SkySwitch Resellers to integrate and customize applications system-wide or on a per tenant basis. With these options, it is possible to tightly integrate 3rd party applications, such as CRM or ERP, into agent desktops, as well as allow business customers to build and execute their own custom applications.
SkySwitch (www.skyswitch.com) is a US-based, next-generation communications platform provider. SkySwitch delivers a Platform as a Service (PaaS) and Back office support that enables our resellers – communication, telecom, IT service providers – to offer a branded, cloud-based, Hosted PBX Service and unified communications and collaboration services (UCCaaS) to their subscribers without the requirement to invest in or manage the platform from which the service is offered. The SkySwitch platform includes not only the infrastructure to deliver feature rich voice, video, text and fax communications, but also, all operational and business support systems necessary for a reseller to experience rapid growth and profitability. This includes billing, carrier services, DID porting services, and regulatory compliance.
Davco Technologies, Inc. established in 1979 provides technology solutions to businesses of all sizes and complexities. Davco introduced Annaware in 2004 as an Enterprise Resource Planning package also known as “ERP” software. As a cloud based service, Annaware enables people around the world to leverage critical company information for their business’ success. Whether you’re the director of sales focused on closing more business, the CFO concentrating on your bottom line, or the COO keenly focused on streamlining your business processes – the efficiencies created by Annaware allow you to do more with less effort. Key business sectors leveraging the benefits of Annaware today include manufacturing, telecom and call centers alike.