Mobile Mentor Improves Agent Utilization, Reduces Costs and Achieves Rapid ROI

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Helping Individuals Use Mobile Devices Effectively

The mobile industry has grown into a trillion dollar business over a relatively short period of time. Business customers increasingly rely on mobile devices for their immediate communication needs and less on their desk phone and PC. However, optimizing the user experience and helping individuals keep up with technological change has not always been a priority. Today millions of high end mobile users are literally fumbling with their mobile devices as they struggle to keep up with the rate of change in technology.

Australia based Mobile Mentor has been bridging this gap since 2004. By delivering personalized mentoring and premium support services designed to help mobile users and companies be more effective and efficient with their mobile devices, Mobile Mentor’s solutions reduce user frustration and provide more immediate realization of productivity benefits. Individuals can receive personal attention and support in their own home or office, or over the phone, delivered by a certified ‘mentor’.

Growth Means Change

While Mobile Mentor has become a leader in their field and has successfully grown a customer base of more than 200,000 individuals worldwide, the company wanted to further expand their business as well as make better use of their existing call center agents.

To keep ahead of the demands of the growing mobile market, Mobile Mentor developed plans to aggressively grow their workforce and expand their geographic reach globally. Executives at Mobile Mentor knew that such growth would require them to rethink their telephony and customer communications infrastructure. Carefully evaluating their needs, they strategically mapped out a clear set of objectives for their contact center replacement project and researched technologies to meet their goals.

From a technical perspective, Mobile Mentor required a cost effective call center platform that could integrate with their NetSuite CRM and provide expanded features like preview and predictive dialing along with robust reporting. The solution also needed to allow Mobile Mentor the flexibility to roll-out quickly and economically and expand their presence into other parts of the world, including China and Brazil. Operationally, Mobile Mentor’s productivity goals included increasing agent occupancy from 22% to 60% and cutting booking costs in half while maintaining lead conversion rates.

Premise Based Virtual Contact Center Answers the Call

After a evaluating their options, Mobile Mentor chose to implement a premise based virtual contact center platform from CosmoCom for both inbound and outbound contacts, including preview and predictive dialing. The company had aggressive roll-out schedules and return on investment (ROI) objectives so the agile CosmoCall Universe contact center platform was the best choice to satisfy both.

The deciding factors to move ahead with CosmoCall Universe included: ease and speed of integrating the contact center suite with the existing NetSuite CRM package; the ability to quickly and flexibly deploy new agents and new locations; and the support, professionalism and responsiveness of the CosmoCom team during the selection process.

The Numbers Say it All

Working closely with CosmoCom’s implementation team, Mobile Mentor’s call center replacement project was operational ahead of their aggressive schedule. The new CosmoCall Universe platform gave them impressive results out of the gate, so Mobile Mentor was able to exceed many of their original goals and objectives.

Seamless integration with NetSuite CRM provides Mobile Mentor with unified
screen-pops help agents conduct service calls more efficiently. Skills-based routing and the addition of the new outbound capbilities greatly improve agent productivity and effectiveness.

Mobile Mentor’s agent occupancy rate increased over 300% in the first months of deployment. While the company initially projected to reduce booking costs by 50%, after implementing the virtual contact center solution their transaction costs were lowered by an impressive 58%, producing an ROI in six months - two months ahead of an already optimistic plan.

In addition, Mobile Mentor was able to achieve their ROI and productivity goals while maintaining their high lead conversion rate- an important criterion for success. The advanced reporting capabilities of CosmoCall Universe provides the insight needed to monitor agents and the overall operations of the virtual contact center, ensuring optimal performance of their centers.

Through the right combination of needs analysis, careful planning and vendor selection, Mobile Mentor defined what they wanted to do and how they would measure success. Selecting CosmoCom’s technology and the team behind it let them successfully execute their call center replacement plan. According to the General Manager of Operations, “We selected CosmoCom with the idea that we could quickly implement and expand our contact center and integrate with NetSuite CRM while gaining new outbound capabilities and advanced reporting. The software and the team behind it exceeded our expectations. This has proved to be the most successful IT project on record.”