Migrante, a FinTech company based in Chile, is empowering immigrants all around LatAm to take charge of their finances.
All of their services are designed to accompany clients on their way to personal and professional growth, with the company’s overarching goal being to improve immigrants’ quality of life by helping them access loans and other financial services.
It’s important work, too — one of the most often-reported pain points for new immigrants is a lack of knowledge about their new country’s financial system. Helping the over 10 million immigrants in Latin America navigate that complex landscape and secure their financial futures is the purpose behind everything the Migrante team does.
Before they signed on with CloudTalk, the Migrante was having trouble managing cell phone use among their roster of call center agents. As a business in an industry with a high staff turnover rate, Migrante had to implement relatively strict measures when it came to inventory control. This included rules regarding the timely return of equipment and distribution of mobile phone plans. The company frequently dealt with broken cell phones and blocked numbers, which drove up their inventory costs and damaged their reputation.
At the same time, the rapid increase of immigration to Latin America meant that Migrante was flooded with new clients. The company’s old VoIP platform provided no way to control outgoing calls, so agents were left confused as to which clients were calling in regard to which issues. This made it difficult to get clients the help they needed in a timely fashion. Migrante needed to find an easy-to-use communications solution that could help them reach out to as many people as possible.
Even though it was a tough nut to crack, Migrante started to look for a VoIP system with powerful features that would help them (i) reach clients with a personal approach, (ii) reduce the number of missed calls, and (iii) increase the productivity of agents.
The Migrante team tried another VoIP provider first, only to see their problems get worse instead of getting better. The biggest issue was the enormously high cost of placing calls and the fact that the service would cut out immediately when a user reached their credit limit. The last provider did not have an automatic system of adding credits for calls and their manual system was difficult to navigate, which left clients frustrated and at a loss for how they were supposed to reach their preferred agent.
Migrante knew that setting strict criteria for their new VoIP provider would be an important first step in ensuring they weren’t going to be disappointed again. Here’s what they came up with:
CloudTalk is known as an "out of the box" software tool, which means that it’s easy to set up and use from day one. Migrante fell in love with the product almost immediately. The first thing that made a huge impact on Migrante’s growth was CloudTalk’s Real-time dashboard. It allowed Migrante agents to easily change their payment indicators. By looking at specific KPIs (The number of blocked calls, Call Arrival Rate, Average wait time 'AWT', Average Handle Time 'AHT', etc.) and a feature called Agent Reporting, Migrante managers can finally measure the effectiveness of their team, which can help them accurately determine the allotment of performance bonuses. Needless to say, keeping track of the performance of more than 180 agents would be very difficult without CloudTalk.
In just 3 months, the Migrante team has made 232,000+ inbound and outbound client calls using 8 phone numbers, having spent 352,000+ minutes on the phone with clients. Cloudtalk has given them the opportunity to grow without limits. Migrante can add agents to their team just by adding agents to the control panel — that's how simple it is! Thanks to that feature and others, the efficiency of their team has tripled. This has allowed them to grow as a company between 20 and 30 percent per month despite the hardships of the COVID pandemic.
Last but not least, saying “yes” to a VoIP solution has proven to be a real game changer for Migrante. They now avoid all of the hassle and costs associated with having an external data center that stores all of their information and manages all of their equipment. CloudTalk takes care of everything. Migrante is able to function as a full-fledged call center using only their existing equipment, namely headsets, computers and a steady internet connection.
At CloudTalk, we are super happy to help customers grow and nothing cheers us more than seeing them do so! Would you like to join the success train?