How did Call-to-Action refine the monitoring of its KPIs?
Nixxis helps businesses organize their data and better analyze it.
Discover how Call-to-Action, a renowned player in fundraising, was able to create its own dashboards, activate detailed monitoring on more than 90% of call broadcasts, while optimizing their clients’ stats.
Call-to-Action Overview
Call to Action is a 100% fundraising call center and 100% made in France.
Based in Nice and Croix, their agents carry out all types of fundraising campaigns by sending and receiving calls.
They support more than 45 NGOs in the life cycle of their donors, whether in prospecting or building loyalty.
Their strength: All agents are on permanent contracts. With an average seniority of 4 years, the teams perfectly master the culture and missions of each ordering client. 9 out of 10 customers renew their trust. The training is optimized and the results stable throughout the year.
Their goals
- Have perfect visibility on the “life” of the campaign: KPI’s by operation, be able to work by segment, refine statistics…
- Define a dashboard specific to Call to Action.
- Manage Agent accounts optimally: Average Conversation Duration (ABM), Average Processing Time (AMT), encoding, waiting, call time, selection of listening and sorting criteria, etc.
- Have refined and analytical management of campaigns.
- Offer agents a fluid, easy-to-use and relevant tool.
- Benefit from a team performance monitoring tool to prepare training and Quality Monitoring tools.
- Be able to redirect teams to inbound or outbound activity based on real-time call flows.
- Have complete monitoring of team statistics per day/week…
- Access a wide variety of customizable reports.
- Have access to data that is 100% usable by Data Analysts.
- Be able to analyze possible areas for improvement.
The reasons that led Call to Action to choose Nixxis:
Complete software on the cloud.
A tool that meets their needs:
90% call origination.
The ability to define their own dashboards/reports.
Direct contact, in the event of an incident,
assured beyond ticketing.
A relevant benefit/cost ratio.
An easy solution to take
in hand for the agents.
Nixxis' strengths according to Call to Action
Segmentation and targeting
Simplified segmentation and targeting for creative
of several campaigns.
Dialing options
Choice between 10 dialing modes,
including a power dialer and a real predictor.
Custom Dashboards
Complete and customizable dashboards.
Analysis of costs and margins
Analytical campaign management
on the costs and margins generated.