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CollegeBound Triples Dial Rate and Reduces Call Times by Going with the Right Vendor
Summary
Company’s dial rate has tripled.
Average call times reduced from 10 minutes to less than seven minutes.
In only 45 days, the company had a fully integrated call center solution up and running.
Company profile
Company profile:
A leader in education marketing since 1987, The CollegeBound Network connects prospective students with educational opportunities at America’s leading career schools, colleges, and universities. The company serves more than 1,000 educational institutions and 3,500 campuses using innovative online and offline marketing strategies, exclusive informational content, a dedicated Student Services division, social media platforms, daily blogs, and more.
Year founded:
1987
EMPLOYEES:
51 to 200 employees
Headquarters:
Staten Island, New York
Website:

The CollegeBound Network is a leader in online education marketing. The company is one of the most trusted resources in 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.

After one vendor failed, it was back to the search for growth support

Business was booming for The CollegeBound Network, a company dedicated to connecting students with higher education institutions. Call volume was increasing, and more visitors were discovering and accessing its many resources.

After identifying its need to scale, unfortunately, CollegeBound went with a contact center vendor who couldn’t live up to its promises. Two

years, many unsuccessful adjustments, and multiple fruitless vendor visits later, the new system continued to perform inefficiently.

CollegeBound realized it was 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.

Going with a trusted partner in order to increase reliability 

Wanting to go with a cloud-based platform, a CollegeBound employee suggested a vendor they had successfully worked with in the past: RingCentral, whose RingCentral Engage Voice™ platform is well known for its stability, performance, and scalability.

CollegeBound contacted RingCentral and a few other contact center vendors to conduct a side-by-side comparison and quickly realized Engage Voice was the clear winner.

Engage Voice 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 its real-time and historical reporting tools, extensive customization options, and the promise of an easy, streamlined setup, CollegeBound had found the right partner to help it increase customer satisfaction and gain new operational efficiencies.

Once it learned of the Engage Voice abundant, award-winning support, 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. The Engage Voice dedicated customer success team and 24/7 support promised exactly the level of support CollegeBound’s growing operations demanded.

Follow through on reliability and service

“CollegeBound's dial rate has tripled since taking on Engage Voice, and the reporting tools are significantly better in every way," says Alex Levy, CTO, CollegeBound.

"List management has changed dramatically, as have the answer rates. Call times have also improved, which is something that nearly every Engage Voice 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 the Engage Voice competitive pricing and support, "They’re second to none," says Levy. And after a year in service, the system remains robust and extraordinarily stable.

Thanks in part to the Engage Voice system, these prospective college students can now start the process off on the right foot in a simple, efficient, and productive manner.

“What most companies don’t expect is that a system with so many options can be so easy to set up. But after the planning and preparation, the downtime was minimal, and the system was up and running within hours. The system’s open APIs made it easy and reliable to integrate, and we had a solid solution running in just 45 days.”

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