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Case Studies - ARC Thrift Stores
ARC Thrift Stores are a Colorado nonprofit organization operating in Metro Denver, Fort Collins, Greeley, Colorado Springs, and Pueblo.
Proceeds generated through ARC Thrift Stores are distributed to the Association for Retarded Citizens (ARC) and the Association for Community Living (ACL).
To acquire inventory, ARC Thrift Stores have created a unique telemarketing team to solicit donations in which everyone is called "Jane" or "James." This program has become a distinguishing characteristic for which they are well recognized. The combined ARC Thrift Store markets serve a total population of three million and employ approximately 500 people throughout Colorado.
Frank Brow, Chief Financial Officer at ARC Thrift Stores says TouchStar’s Predictive Dialer has increased the productivity of the call center team. “Using our previous system, wait time between calls was high. With TouchStar’s software, we have decreased our wait time to less than 15 seconds.”
TouchStar’s Predictive Dialing provides real-time performance management tools combined with agent monitoring, allowing increased management oversight and quality control of employees.
“Bottom line is TouchStar produced the results we were looking for. It saves us money and increased our revenues,” says Brow.
Frank Brow, CFO
ARC Thrift Stores
