A Contact Center Solution

ABOUT INFOCISION

For nearly 40 years, InfoCision has been a leader in customer care and call center solutions. InfoCision is the leading full-service turn-key marketing firm specializing in contact center solutions for brands across various industries.

InfoCision (also known as IMC) seamlessly blends their inbound and outbound platform with staffing flexibility of more than 4,000 agents that give them the scalability to adapt to their client’s needs. They handle over 50 million IB/OB contacts/year and operate out of six locations stateside, and two additional locations in Puerto Rico and Mexico.

Before Drips

THE CHALLENGE

An InfoCision client, one of the largest cable providers in the nation, tasked InfoCision to reach out to their clients who were about to cancel their services in an effort to retain their business. InfoCision was supporting this client’s objectives by utilizing a call center to make outbound dials to individuals who showed they were likely to disconnect services. Their agents would manually call these customers to try and save them from disconnecting their service, but InfoCision was experiencing decreasing contact and engagement rates year over year.

With fewer people picking up the phone, InfoCision considered a few different options to reduce the cost per positive outcome. Some of their clients were looking at offshore options that would cost less, but quality for their enterprise clients was a concern and InfoCision wanted to address the contact issue itself. They determined that incorporating a Conversational SMS strategy in their outreach methods to increase contact and engagement rates was the right path to take.

A Conversational Outreach Strategy

THE SOLUTION

That’s when InfoCision partnered with Drips to bolster their call center with a conversational outreach strategy.

In August 2021, Drips received 50% of InfoCision’s client’s customer-base that were pending cancellation and we launched a conversational outreach strategy to win them back. Drips built a custom campaign that engaged with clients using humanized outbound messaging driven by Drips’ AI. When the customers were ready to take a call, Drips would connect them to an InfoCision call center agent by scheduling a call, thus delivering a “warm” customer instead of the call center agents making cold outbound calls. Drips’ AI-powered conversational outreach platform was able to help InfoCision increase engagement and conversations—all without added headcount.

Increased Engagement, Higher Conversations, And Lower Costs

THE RESULTS

InfoCision has experienced increased engagement by up to 60%, higher conversions, and lower costs since implementing SMS with Drips.

Incoming Calls With Context

IMPROVED COMPANY CULTURE AND CALL CENTER MORALE

In addition to saving InfoCision money, Drips’ conversational outreach strategy also positively impacted the company’s call center employee’s morale. Instead of spending hours dialing numbers without a response (or only getting hostile responses), Drips was able to provide InfoCision’s call center employees with incoming calls that had been given context. Drips’ calls were able to lead to productive conversations and were, overall, a better use of the employee’s time. But more than that, the call center employees were actually excited to receive Drips’ calls.