Hosted PBX Solution Powers Financial Services Call Centers in Philippines and Los Angeles
Offering an innovative way for American consumers to repay credit card debt and avoid bankruptcy and foreclosure, this Financial Services company needed a cost-effective solution to reach their target and deploy a customer service infrastructure with a multi-site call center operation. Agents in the Philippines would take inbound calls from potential clients while in Los Angeles, calls from consumers enrolled in the program would be routed to debt counselors.
To avoid most of the upfront capital investment required for a premise-based solution, AVOXI designed and implemented a Hybrid / Hosted PBX solution that offered inbound and outbound call center features and functionality. An IP PBX was installed at the Philippines site to help mitigate the costs and complexity of international bandwidth. Agents and supervisors there were linked via IAX (inter Asterisk exchange) trunk to the call center application hosted at AVOXI in Atlanta. At the Los Angeles site, the cloud-based PBX and call center functionality was delivered from a hosted services platform in Atlanta. Per-month pricing provides a predictable monthly operating expense and a way to quickly and cost-effectively add agents to support increased business volumes.
Today, the company runs two shifts with 65 agents each and continues to grow. It has expanded marketing through US law firms that specialize in bankruptcy. To support these affinity partners, AVOXI has reconfigured the Hosted PBX Solution to allow agents to recognize inbound calls from consumers referred by the law firms. Consumers experience the brand of the individual law firms, versus that of the financial services company.