©datamark inc., · bilingual contact center solution for the excentus fuel rewards network +...

©DATAMARK Inc., www.datamark.net


A DATAMARK and IHC joint venture delivers a Bilingual contact center solution for the

Excentus Fuel Rewards Network

+

BackgroundExcentus is a Dallas-based company that operates the Fuel Rewards Network, a loyalty marketing program that helps consumers save money on gas while building customer loyalty for a participating network of retailers, restaurants and online merchants across the United States. Fuel Rewards card holders receive discounts on fuel by shopping at participating businesses. The program has experienced strong growth. To date, more than 10 million customers have redeemed rewards after purchasing from the 10,000 dining establishments, 1,400 retailers, and nearly 700 online merchants that participate in the program. Brands associated with the Fuel Rewards program include Shell and MasterCard, Staples, Lowe’s, Home Depot, Kohl’s, Macy’s, TCBY, Which Wich and many other well known retailers and restaurants.

As Excentus expands the program into the Midwest and West, the Fuel Rewards Network has gained more customers who prefer to speak Spanish or a mix of Spanish and English when calling the program’s 1-800 customer support number. Excentus recognized a need to engage a contact center services provider capable of providing excellent support to Fuel Rewards customers in English and Spanish.


Engaging a New Company—With a Long History of Business ServicesAfter exploring options in the outsourced contact center services marketplace, Excentus engaged a partner with a unique background: Oveana Global Business Services.

Oveana is a new joint venture between DATAMARK and Integrated Human Capital (IHC), two Texas-based companies with a long history of success in business services.

Operating as a certified minority-and-woman-owned enterprise, Oveana offers unique advantages in support of a outsourced contact center solution for Excentus. IHC delivers expertise in human resource recruiting, staffing and retention. DATAMARK’s strengths include experience providing bilingual multichannel contact center services and a Business Engineering team trained in Lean, Six Sigma and other process improvement methodologies.

With decades of experience serving Fortune 500 companies and other large enterprises, the partners behind Oveana were well-positioned to deliver a contact center solution to Excentus.


The SolutionOveana established a contact center in a DATAMARK facility in El Paso, Texas. The border metropolis is home to one of the country’s largest pools of skilled agents fluent in English and Spanish.

Oveana hired and trained a team of agents to meet Excentus’ requirements for bilingual customer support.

To provide a multichannel solution, Oveana selected and implemented the cloud-based Vocalcom platform. An award-winning contact center software solution, Vocalcom offers inbound and outbound voice, email, web chat and social media capabilities.

For contact center management, Vocalcom offers real-time reporting and the ability to generate custom reports via a web-based manager console. The system allows Excentus to remotely monitor contact center processes. Also, the Vocalcom management tools provide the data necessary for Oveana and Excentus to forecast necessary staff levels as new Fuel Rewards campaigns are rolled out.


The ResultsCombining IHC’s expertise in recruiting, training and retention, and DATAMARK’s facilities and business process proficiency, Oveana delivered an outsourced contact center solution to Excentus.

By using an off-site outsourcing model to locate contact center services in El Paso—a community with a relatively low cost ofliving—Excentus has been able to better manage its costs for customer care.

Additional operating efficiencies have been gained thanks to the recruitment of bilingual agents capable of handling calls coming through both English and Spanish queues.

The contact center solution meets Excentus’ need for multichannel customer support. With Vocalcom’s cloud-based software platform, the center is capable of handling inbound and outbound voice calls and emails. Web chat support is also available, and is being evaluated for use on the Fuel Rewards web site.

The recruitment and training of agents with excellent customer service skills in English and Spanish has resulted in a significant decrease in customer-service escalations, handled by employees at Excentus’ headquarters. Reducing the number of escalations has allowed Excentus employees to focus on their core business tasks.

By outsourcing to Oveana and leveraging the expertise of IHC and DATAMARK, Excentus has gained the benefits of a cost-efficient contact center that delivers excellent support in English and Spanish across multiple communication channels.

©datamark inc., · bilingual contact center solution for the excentus fuel rewards network +...

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