Case Study: Spear Education boosts contact center efficiency with Contivio

Spear Education Teaches a Lesson in Contact Center Management

Spear Education, a leader in continuing education for dentists, needed a better way to manage a complicated contact center with six business lines. Before working with Contivio, the team handled many processes manually, lacked NetSuite integration, had no call recording, and didn’t have enough reporting to understand call outcomes or improve customer experience.

Contivio’s cloud contact center solution, including native NetSuite integration, click-to-dial, priority and adaptive routing, queue voicemail, and supervisor reporting, streamlined both inbound and outbound calling. Spear Education saved about 35 hours of rep time per week, increased outbound efficiency by 30 seconds per call and inbound efficiency by 2 minutes per call, and gained the capacity to make roughly 4,000 more calls per month.

Spear Education