Enhance agent productivity with custom call center solutions

The Organisation 

Mercado Livre is an e-commerce company headquartered in Argentina. Mercado Livre employs nearly 35,000 people and focuses on the following business units: 

Mercado Livre: The marketplace site for the company 

Mercado Shops: Retailers can build their own ecommerce platforms and often use Mercado Livre’s payments platform 

Mercado Envios: The shipments and logistics division of the company 

Mercado Credito: A service that gives users access to financing 

Mercado Pago: A payment processing solution that also gives buyers and merchants loans 

Mercado Pago has a contact centre that focuses mainly on outbound communication for collections. There are three departments under the contact centre operations umbrella: Internal collectors 2. External collectors 3. Digital collection 

There are approximately 80 internal collectors working at Mercado Livre Brazil. 

Motivation for Change 

Mercado Livre was in the market for a new dialler. Their dialler lacked the flexibility they needed with dialling strategies and had flawed answering machine detection. Additionally, there were instances in which calls dropped in the middle of negotiations between an agent and customer. Mercado Livre contacted Resolutte about the challenges they were experiencing with their dialler. 

Desired Solution 

Over a 60-day period Resolutte began a proof of concept for Mercado Livre with Aspect® Unified IP®. Although Mercado Livre initially thought the solution was too sophisticated for a contact centre of their size, they realised that it increased their hit rate—the total number of collection calls divided by the number of calls answered—and agent productivity. 

Mercado Livre was convinced by the proof of concept’s results and decided to use Aspect Unified IP with customisations built by Resolutte’s professional services team including: 

• WebRTC functionality 
• Web interfaces for the Alvaria clients and applications 
• Custom front-end solution 
• Staging database for reports and business intelligence 

The Results 

Mercado Livre has used Aspect Unified IP for more than a year and has increased agent productivity by 30-40 percent. By increasing their productivity, they were able to avoid hiring more collectors and get more promises to pay made. 

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