Case Study: The Football Pools achieves seamless CRM integration and boosted agent productivity with MaxContact

The Football Pools - Customer Case Study

The Football Pools, the UK’s long-established football gaming company, faced a technical challenge: their outsourced contact centre needed a dialler that would link seamlessly to a custom-built CRM so agents saw the correct customer record when calls connected. Traditional providers couldn’t populate the SQL/query string required, forcing agents to manually search and re-key data and slowing the contact and sales process — so The Football Pools engaged MaxContact to solve the integration issue.

MaxContact delivered a URL/query-string dialler integration, deployed and fully live within a week, with on-site training and UK-based support that brought outbound campaigns online in days. Hosted in Microsoft Azure, the solution automated outbound calling, enabled intelligent recall rules, and provided real-time reporting so management can track conversion rates and agent performance; as a result MaxContact eliminated manual record searches, increased agent selling time and quickly restored full remote-working capability.

The Football Pools

Chris Lakey

Infrastructure Manager