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Know the ROI from your contact center marketing programs

In the famous words of John Wanamaker, the father of the modern department store and advertising, “I know that half of my advertising dollars are wasted… I just don’t know which half.” In today’s competitive world, marketing’s ability to rise above the noise and motivate action is key and knowing what works and doesn’t is even more important.

With CC-One, when marketing spends money on campaigns to drive calls, emails, and web chats to the contact center, they’ll be able to track the results based on the time of day, geography, call volumes, which agent teams handled the calls and which scripts were used.

  • Unify the business, performance and operations data in your CRM, marketing and contact center systems
  • Know the conversion rates of every marketing program and the demographics of respondents
  • Know which contact center teams and scripts deliver and which don’t

Solving a Marketing Pain Point

Problem

Marketing spends a million dollars on ads that drive calls that get distributed to 3 different outsourcers using 3 different systems

Insight

The Mumbai call center has an uncanny knack to convert 75% of their calls while the other outsourcers flounder

Solution

Optimize advertising schedules for when Mumbai is online and ensure the other centers use their best performing agents and the Mumbai scripts when they are not

Top Features for Marketing

Analytics Repository
Understands the data fields and formats coming from the various systems the call center uses – ACD, IVR, CRM, Marketing, Order Entry, Consumer Demographics – and applies heuristics to normalize the data across systems and vendors for interactive analytics.

Cross-System KPIs
Presents you with the fields and measures from your marketing and contact center systems so you can analyze, correlate and create the KPIs that matter to you: response rate by campaign, conversion rate by campaign, average revenue per call, agent, team and campaign.

Predictive Analytics Routing
Dynamically optimizes the contact center systems behavior to deliver the best ROI for the marketing campaign.  Predicts customer’s propensity to buy and routes to the best performing agents with recommended scripts and offers based on past performance.

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