Wakefield searching for right TCPA solution
When the TCPA ruling was formalized in June of 2015, Wakefield and Associates was already deep into their search for new technology that was going to address the details of this new ruling head on. Their COO knew that adding more and more process to deal with managing cellular phones under the new TCPA guidelines would increase costs, slow productivity, and create more obstacles for collector performance. Firmly believing additional process was not the solution, Wakefield reached out to CallEvo for advanced technology in calling, eliminating the need to place high cost and unnecessary processes in their way.
Before reaching out to CallEvo, Wakefield contacted other calling products in the industry, including the largest and the most used solutions for predictive dialing. It became clear that those companies were not innovating new technologies, but rather rebranding existing solutions for manual or preview dialing. In addition, none of them really addressed the need for an all new product that was developed specifically to address TCPA.
CallEvo was unique in Wakefield’s search, it was clear from the beginning that they had spent significant time and development researching the new TCPA, analyzing all of its requirements, and addressing them one at a time in order to deliver a totally new calling platform that was not based on a predictive dialer. “The CallEvo solution met each of the challenges we saw with TCPA, including handling our inbound calling traffic. They were the only company who really took the time to build a product that wasn’t just some dusted off old solution they had in a box. This was completely new stuff, unlike anything we had ever seen.”
Wakefield making most of increased performance
Within just a few days from making the decision to go with CallEvo, Wakefield had its first collectors up and running. It was clear within the first few hours that Wakefield’s collector management and calling efficiency was jumping. CallEvo’s API allowed Wakefield to generate calls straight out of their collections software without any complex integration. In addition, the CallEvo API allowed them to generate manual calls for each of their collectors in a programmable and completely revolutionary way.
Within a few weeks the entire first site rollout was complete, with collector performance skyrocketing and advanced reporting and metrics that really gave Wakefield new insights into how to create new efficiencies in their collections process.
Wakefield easily integrates remote offices
Realizing that there were huge benefits in consolidating their multiple offices onto a single system where Wakefield could manage all of their collection records, they worked with CallEvo to deploy the system in all of those sites. It was incredibly easy and within a day of making the request, the first remote site was deployed. A few days later the next site was up and running.
Wakefield ports their inbound traffic
Having spent huge expense on a big name VOIP phone system, it became clear that licensing for that system was a huge obstacle for expansion. In addition to that expensive licensing, there were voicemails and routing and all kinds of additional headaches. CallEvo seemed to be a great opportunity to solve that dilemma. Since the rollout to remote sites was so easy, and the collectors were already using it and having great results, it only made sense to put the checkbook away and take advantage of using CallEvo’s Inbound call routing. It not only routed inbound calls to collectors based on the specific line of business, but it provided voicemail to email so the collectors could more efficiently return calls during busy hours.
CallEvo makes it easy for Wakefield
Wakefield chose CallEvo as its technology partner from the very beginning, using more and more CallEvo features as they went along. “No other vendor had the simplicity of CallEvo’s API or the reputation for handling TCPA head on.” Wakefield reduced time-to-market at every step with CallEvo. Production is up by over 100 percent and more importantly, Wakefield personnel are able to see that performance in real time.
What’s next? With CallEvo’s compliance tools, Wakefield is looking for the next site to integrate and continuing to expand.
“It changed how we thought about compliance and productivity…CallEvo changed everything for us.”