Case Study: National Direct Marketer achieves scalable, revenue‑doubling call center performance with VPI VirtualSource

National Direct Marketer Creates a Profitable, Scalable Call Center with VPI VirtualSource Agents

The National Direct Marketer, which provides entrepreneurial education, training and consulting for real estate, e-business and infomercial clients, faced rapid growth that its existing telephony system could not support—answering only about half of incoming calls and struggling to handle forecasted volumes (around 1,500 calls per week) while maintaining customer loyalty. To address this, the company selected VPI’s VirtualSource call automation solution (VPI VirtualSource Agents).

Using VPI VirtualSource Agents and a new telephony platform, National Direct Marketer implemented an intelligent automated/agent hybrid that handles fulfillment, billing, order status and other transactions and interfaces in real time with carriers. The VPI deployment achieved the company’s 70/30 service-level target (70% of calls answered within 30 seconds), doubled customer service revenue in roughly six months, reduced reliance on live agents, and enabled expansion to additional campaigns with expectations of handling up to 3,000 calls a day.