“Elite’s development of a custom reporting suite and their proactive technical expertise has been game-changing. Their tailored solutions and problem-solving approach give us confidence in the growth of our telesales business.”
Client Overview:
Founded in 1973, The Bradford Exchange is a leading campaign-driven telesales organisation, specialising in collectibles inspired by innovation, artistry, and enduring value. With a strong focus on a personal shopping experience, they evolved from mail-order to a dynamic telesales model, requiring robust communications to support campaign-driven operations.
The Challenge:
The Bradford Exchange’s legacy communication system was unable to meet the demands of a modern, multi-channel telesales environment:
- Limited functionality restricted communication to voice only, without automation or multi-channel support
- Lack of campaign-specific reporting hindered optimisation and informed decision-making
- No integration with dialer systems or PCI-compliant payments, reducing agent efficiency and customer convenience
- Inefficient insights and data flow impacted competitive advantage and campaign performance
Our Solution:
Elite Group implemented a two-pronged solution combining 8×8 CCaaS with bespoke software development:
- 8×8 Communication System:Â Multi-channel platform including web chat, email, and Progressive dialer. Integrated Secure Pay for streamlined, PCI-compliant payments.
- Custom Reporting Suite:Â Leveraging APIs, Elite developed a secure Azure-based reporting solution, delivering real-time dashboards for agents and supervisors. The suite tracks metrics such as Dial to Answer Rates, conversions, and campaign performance, enabling strategic decisions.
This resulted in:
- Agents equipped to manage customer interactions efficiently, improving campaign outcomes
- Supervisors can make real-time adjustments based on detailed campaign metrics
- Enhanced lead generation and customer insight, enabling targeted marketing and market expansion
- Faster customer interactions through web chat and automated, secure payments
The Bradford Exchange Case Study Key Benefits
Seamless Integration
Smooth workflows and data flow across multiple systems
Digital Communication
Future-proofed platform ready for PSTN switch-off
Data-Driven Decisions
Real-time insights empower optimisation of campaigns and resource allocation
Bespoke Software Solution
Tailored to meet specific campaign needs, enhancing operational efficiency
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