25%

Cost savings

10%

increased productivity

A country

Spain

Autonomy

in the management and generation of reports

CTOC improves its customer service and reduces costs by 25% with the Inconcert omnichannel solution

The integration of this omnichannel solution has allowed CTOC to significantly improve its customer experience, while optimizing its internal processes. The customization, automation and flexibility of the Inconcert ecosystem have been key to the success of this project.

Solution

25%

Cost savings

10%

increased productivity

A country

Spain

Autonomy

in the management and generation of reports

The challenge

CTOC sought to optimize the CX of its clients through a platform that It would allow you to manage multiple communication channels in an integrated manner, from calls and emails to chats, video calls and social networks. The need for personalization and automation of key processes, such as marketing and sales, was also a decisive factor in maximizing impact and agility in managing their campaigns.

The Solution

In order to address and cover these needs, CTOC chose to implement the solution Inconnect by Inconcert, which offered them a tool that was completely customized to their daily lives.

Thanks to Inconnect, CTOC began to manage your communication channels more efficiently such as calls, both received and outgoing, email, chat and RRSS, video calls and the automation of your marketing and sales processes thanks to easy integration with Infunnel, another of Inconcert's solutions.

For the implementation of the omnichannel platform, the Inconcert team and the IT and Operations managers of CTOC collaborated closely to adapt the solution, managing to implement the platform in record time. In addition, the training offered by Inconcert was personalized and flexible according to the needs of CTOC, and they received support at all times.

Thanks to the rapid implementation of the solution (in just two months), CTOC achieved:

  • Greater personalization and agility in customer service, with the ability to adapt scripts and call flows to the specific needs of each campaign.
  • Process automation, such as the creation of notifications and the “Call me back” functionality, which reduced management times.
  • Operational independence in the configuration of new features, such as the generation of video calls using code or the creation of personalized reports.
  • 25% cost savings, compared to the previous platform, and a 10% increase in productivity thanks to faster management.
Testimony
What surprised us the most was the autonomy offered by the new solution. We can manage almost everything internally without the need to rely on third parties, which has made operations much more agile and efficient, says a CTOC spokesperson.

The conclusion

Contact

Innovative BPO telemarketing company in Spain

CTOC is a Business Process Outsourcing (BPO) company in the telemarketing sector, based in Spain. Its focus on operational excellence and customer satisfaction has driven its search for innovative solutions to improve customer service and internal efficiency.