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…

phone_in_talk

insert_chart

We assembled a dedicated content analysis team to collect call data

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

insert_chart

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

attach_money

Leverage resources with technology

record_voice_over

Customized communication

lightbulb_outline

Innovative service delivery