Introducing the Contact Center

We were faced with a challenge…

Average Monthly Phone Calls

High rate of dropped calls and invalid extensions

Ineffective Customer Service

So we did research…



We assembled a dedicated content analysis team to collect call data

Each call was answered, logged, and categorized into a database


We extracted information from the data to determine effective solutions

The results showed…


Decrease in duplicate calls per day


Decrease in voicemails received

Higher quality customer service

Most common call topics

We came up with a plan…

Build a dedicated Contact Center

Internal group of staff members utilizing multi-channel software

Here is what will improve…

Excellence in customer service


Leverage resources with technology


Customized communication


Innovative service delivery