EccoGroup USA · BPO · Outbound and inbound for Verizon
72% higher contact rate on Verizon calls
EccoGroup USA moved its Verizon dialing to Palera. Calls now reach customers branded as Verizon and carrier verified, and more of them get answered.
+72%contact rate on outbound calls
10 to 7 minlive chat handle time
Verizonname on every handset, carrier verified
The challenge
What was in the way
- On their previous dialing platform, caller IDs had to be updated by hand.
- The caller name customers saw was ECCOGROUP, a company they had never heard of, so many calls went unanswered.
- On inbound chat, agents often started without the earlier conversation, so customers repeated themselves and chats ran long.
What changed
What Palera changed
- Every outbound call now arrives branded as VERIZON and carrier verified, the brand the customer actually has a relationship with.
- Number intelligence keeps each line off spam lists without anyone updating caller IDs by hand.
- Live agents open every chat with the full prior conversation in front of them, so nobody repeats anything.
Results
What changed
| Measure | Before | On Palera |
|---|---|---|
| Outbound contact rate | Baseline | +72% |
| Caller name on the handset | ECCOGROUP | VERIZON, carrier verified |
| Caller ID updates | By hand | Automatic |
| Live chat handle time | 10 minutes | 7 minutes |
EccoGroup charges its clients per chat, so a 30% shorter handle time means more revenue for every agent hour.
Now we are cooking with gas. On our old platform we updated caller IDs by hand and the CNAM came up as ECCOGROUP instead of VERIZON.Tyson ChavarieCTO, EccoGroup USA
Our clients each want a different AI agent. Palera is the one place we can score all of them against our own people, coach them the same way, and show every client exactly how their agents are doing.Tyson ChavarieCTO, EccoGroup USA
See what Palera changes for you
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