How LeadDesk Helped TradeSphere Scale Its Contact Center from 2 to 100 Agents

TradeSphere (LlionCenter) is a lead generation and contact center company serving the Spanish market, led by CEO Raúl Lara. It began in digital marketing, specializing in email lead generation. About seven years ago, a client requested services for a full cycle run from lead acquisition to final sale. From there on, TradeSphere moved into contact center operations.

The Problem: Finding a Contact Centre Platform That Fit
In digital advertising, TradeSphere worked with ad servers that behave alike and make results easy to measure. Contact center software was different. The first CTI they used was just a basic dialer, and the next one they used was simply too big and for its needs.

Key Problems: 

• Basic dialer with too few features

• Oversized system that did not fit the team

• Results harder to measure than in digital marketing

The Solution: LeadDesk’s Open, Flexible Contact Centre Platform
TradeSphere uses LeadDesk’s automation, customer management, campaign management and AI features. LeadDesk’s open APIs allows the team to integrate the platform to Power BI, bringing all agent and campaign data into one view. Dedicated inbound and outbound queues run its click-to-call and callback campaigns.

Key Benefits: 

• Open APIs and Power BI integration

• Automation, customer and campaign management on one platform

• Fast rollout of new features, including AI tools

“The speed and flexibility you (LeadDesk) have when it comes to making these integrations and introducing new features is impressive.” – Raúl Lara, CEO, TradeSphere

Results: Growth, Control and Better Use of Hot Leads
LeadDesk helped TradeSphere scale their operation from two people to a team of around 100 and is still growing. The integration to Power BI and their dashboards give management complete control over agents and campaigns. Expensive hot leads from click-to-call and callback campaigns are now handled and optimized in dedicated queues.

Key Results: 

• Team growth from 2 to approximately 100 agents

• Complete operational visibility in Power BI

• Better return on high-cost hot leads

“We’ve found this to be a key differentiator compared to other CTI systems we’d previously used.” – Raúl Lara, CEO, TradeSphere

Future: A Strategic Partnership
TradeSphere keeps improving its processes and adding new tools, such as AI. It sees LeadDesk as a partner for that next stage and recommends it to other contact centers.

“I don’t see you as a supplier, but as a partner, a strategic partner.” – Raúl Lara, CEO, TradeSphere

About the Contributor
Raúl Lara is the CEO of TradeSphere and is also behind Market360 and Llion Contact Center. He led TradeSphere’s move from email lead generation into contact center operations, growing the team from two people to around 100.

Frequently Asked Questions

• Who is TradeSphere?
  TradeSphere (LlionCenter) is a lead generation and contact center company serving the Spanish market, led by CEO Raúl Lara. It grew from two agents to a team of approximately 100 in about seven years.

• Which LeadDesk features does TradeSphere use?
  TradeSphere uses LeadDesk’s automation, customer management, campaign management and AI features. It also uses LeadDesk’s open APIs to connect the platform to its own reporting.

• Does LeadDesk integrate with Power BI?
  Yes. TradeSphere connected LeadDesk to Power BI through LeadDesk’s open APIs. Agent and campaign data now feed one dashboard for full operational control.

• Does LeadDesk support click-to-call and callback campaigns?
  Yes. TradeSphere runs dedicated inbound and outbound queues for click-to-call and callback campaigns. These queues handle its highest-value hot leads.

• Why did TradeSphere choose LeadDesk over other CTI systems?
  TradeSphere first tried a basic dialer, then a system that was too big and complicated for its needs. LeadDesk fit its size, and its open APIs and speed of new features set it apart.