Key Facts
| Industry |
Financial Services |
| Business need |
Increase contact rate / automate outbound dialling |
| Xarios solution |
Campaign Manager |
Torquil Clark
About Torquil Clark
Established in 1990, Torquil Clark, through organic growth and
acquisitions, is the fastest growing Independent Financial Adviser
in the UK. With a group turnover of £14 million they employ around
150 people and have over 100,000 clients nationwide, but the story
does not end there. They have ambitious future plans to become one
of the top IFAs in the next 5 years.
Torquil Clark comprises of a group of companies, covering every
aspect of financial planning and their team of specialists is
always available to help clients review and update their financial
plans through their lifetime. All the companies that make up their
group are independent. They are not tied to any specific product
provider, which means they provide clear, simple and transparent
advice to all clients.
The Challenge
Torquil Clark needed a dialler which would increase contact rate
and improve staff productivity. They needed a solution that would
automatically insert a query into the current campaign and be added
to the call queue as well as screen popping the customer's database
record so that the agent had all the information they needed to
respond. This automated process would avoid the agent manually
chasing up leads, saving time and ultimately improving staff
productivity.
"We needed a solution that would increase contact rate and
reduce our reliance on paper based record keeping."
Lewis Turner, Torquil Clark
The Xarios Solution
Xarios supplied Torquil Clark with the Xarios Campaign Manager
software, a telesales campaign progressive dialling server designed
to vastly improve the productivity of an outbound telesales team.
Once an agent has logged in, calls are made automatically and the
dialling pace and campaign assignment are controlled by the system
supervisor not the staff member. The website's enquiry system is
synced with the campaign manager meaning staff productivity is
increased by removing the need for manual dialling by the
agent.
Calls are made sequentially and the telemarketing agent
therefore hears the call ring out before the called party answers.
This offers them an automated process to rapidly respond to leads
generated by Torquil Clarks affiliate partners.
What makes Xarios different?
Xarios teamed up with Torquil Clark's in house software
development team in writing the Microsoft SQL stored procedures
necessary to automate the input of campaign manager leads. This
collaboration meant that the installation and integration of the
software was quick and seamless.
"Before, the conversion rate was around 17% and in less than a
year that has increased to 23% so it has greatly improved our staff
productivity."
Lewis Turner, Torquil Clark
Lewis Turner, Technical Development Co-ordinator at Torquil
Clark explains "The Xarios Campaign Manager has certainly added to
our MI countability. We've got more of an idea of what we do with
each lead and the result that we get from that lead."