Case Study

Overview (Problem Statements):

Contact Center (Lead Seller): A large provider of contact center services was seeking a way to monetize the phone traffic they receive from non-qualified callers - those callers who don't possess a credit card (i.e. "no card on file"). These calls account for over 15% of their overall call volume, and were absolutely non-revenue-generating.

Advertiser (Lead Buyer): A public company and one of the largest players in the Prepaid Debit Card market wanted a way to generate phone leads. Their target demographic is the large (and growing) population that is not able to procure a regular credit card. The company wanted highly qualified phone inquiries, but did not want to bear the large startup costs associated with traditional media like TV, radio, and direct mail. Furthermore, the company wanted complete and real-time control of call volume and cost per lead.

The Solution:

SalesPortal's campaign management team worked with both the Lead Seller and the Lead Buyer and immediately discovered the deep synergies between the two companies' needs. The pre-paid debit card issuer (Lead Buyer) placed a bid on the Lead Seller's no-credit-card calls, and after the Lead Seller accepted the bid, a pilot was launched.

Result:

Before using SalesPortal, the Contact Center Company's non-qualified calls merely served as time-sinks eating up precious agent time, without generating any revenue. With the SalesPortal technology, these non-qualified leads have become a steady, FTC-compliant, and new stream of revenue for the contact center. Furthermore, because of the relevant matching by SalesPortal, almost 70% of non-credit-card-carrying customers opt to be transferred to the Pre-paid Debit Card Co, meaning enhanced customer experience and satisfaction.

As for the Lead Buyer, SalesPortal has empowered the prepaid card company to generate highly qualified inbound phone leads quickly without the need for heavy upfront investment (as would be required for most offline media). The company has complete control of its cost per lead, call volume, and daily budget.

Weekly Metrics: