Case Study: Compare Club achieves shorter wait times and record sales with ipSCAPE

Compare Club - Customer Case Study

Compare Club, an Australian aggregator with 150+ seats across Melbourne and Sydney serving over a million families annually, needed a scalable, agile cloud customer experience solution—particularly a flexible outbound dialler to increase talk time, reduce wait time, support multi-site operations, prioritise high-value website leads, integrate via APIs and enable remote working. They partnered with ipSCAPE and adopted ipSCAPE’s cloud customer experience platform, including its predictive dialler, Salesforce CTI Adaptor and API library.

ipSCAPE implemented its predictive dialler, Salesforce CTI Adaptor, list-weighting/blending, IVR routing, API-driven data sync and scalable workspace licensing to prioritise leads, improve agent efficiency and support remote work. The results included reducing wait times from 30 seconds to 18 seconds in a busy month, Compare Club achieving its most profitable month (March 2020), smoother WFH transition, increased propensity to convert through list weighting, real-time customer record updates and improved call quality.

Compare Club

Brendan See

Chief Operating Officer