We implement cloud-based call centers for clients that need to field hundreds to thousands of calls a day. Modern call center technology does not require proprietary equipment and can be operational within weeks rather than months.
Our Process
Needs assessment for physical space, equipment, and call volume
Complexity to capacity system matching
Design inbound call flows (IVR) that allows callers to self-service
Install physical equipment (networking, PCs)
Customer call center software to needs
Train staff to use new workstations
Integrate call center software with customer databases
Tailor reporting to assist management with assessment and planning
Project Spotlight
Fleet Scheduling & Dispatch
Issue
An energy efficiency firm conducts commercial and residential energy audits. The inbound call volume from customers scheduling appointments was too much for their office staff to handle on traditional phones.
Solution
We installed a cloud-based call center solution and retrained customer service staff to use the new system. We automated appointment reminders to reduce live outbound calls. For the first time, managers could see common call center metrics such as first call resolution percentage, customer satisfaction and average call time.
We reduced staffing needs by 40% while increasing customer satisfaction.