Case Study - CollegeBound
CollegeBound Triples Dial Rates While Offering Students a Brighter Future
Business was booming for CollegeBound — call volume was increasing and more and more visitors were discovering and accessing their many resources. As a network dedicated to connecting students with higher education institutions, CollegeBound knew it needed to scale — and quickly. With over three million visitors per month already, and steady growth forecasted for the future, they signed up with a large contact center solutions vendor, hoping to implement a scalable solution that offered the flexibility and reliability their growing business required.
Two years, many unsuccessful adjustments, and multiple fruitless vendor visits later later, the new system continued to perform inefficiently. CollegeBound realized they were losing revenue rapidly as a result of the system’s high maintenance costs and lack of capabilities. The search for a new software provider was on.
From the outset, a CollegeBound employee suggested a vendor they'd successfully worked with in the past: Connect First, a cloud-based communications platform well known for its stability, performance, and scalability. CollegeBound contacted Connect First and a few other vendors to conduct a side-by-side comparison and quickly realized Connect First was the clear winner.
The Boulder-based company brought a multitude of tools to the table, including a comprehensive suite of outbound dialers, an intelligent ACD system, responsive cloud routing capabilities, powerful IVR-building technology, and live agent chat solutions. Combined with their real-time and historical reporting tools, extensive customization options, and the promise of an easy, streamlined setup, CollegeBound was convinced they’d found the right partner to help them increase customer satisfaction and gain new operational efficiencies.
Once they learned of Connect First's abundant, award-winning support, however, the company was sold. Because CollegeBound's contact center operations are central to its success, the company requires superior customer support, with adequate resources to respond quickly when questions or issues arise. Connect First's dedicated Customer Success Manager and 24/7 support — with an average ticket response time of under two minutes promised exactly the level of support CollegeBound’s growing operations demanded.
"CollegeBound's dial rate has tripled since taking on Connect First, and the reporting tools are significantly better in every way," says Levy. "List management has changed dramatically, as have the answer rates. Call times have also improved, which is something that nearly every Connect First client will discover. It's not unusual to see call times reduced from 10 minutes to less than seven minutes, in most cases."
As for Connect First's competitive pricing and support, "They’re second to none," says Levy, and after a year in service the system remains robust and extraordinarily stable.
CollegeBound Network remains focused on helping students build a career path that provides them with a lifetime of rewarding experiences. Thanks in part to the Connect First system, these young rising stars can now start the process off on the right foot; in a simple, efficient, and productive manner.
- Tripled their dial rate with a full suite of efficient outbound dialers
- Reduced call times by almost a third, on average
- Significantly optimized call center operations
The CollegeBound Network is a leader in online education marketing. Founded in 1987, the company is one of the most trusted resources on higher education. Serving more than 1,000 institutions, CollegeBound offers recruitment and lead generation solutions and has an excellent track record of using content-rich portals and innovative marketing strategies to find educational opportunities for potential students.