Case Study: How One Company Boosted Customers’ Experience
When a California healthcare organization providing services across Kern and Santa Barbara Counties won the award for taking on a large new client, they were going to double their current system’s call capacity and quickly realized their aging Nortel Meridian Phone system with somewhat basic ACD functions was just not the system that could move them reliably into their new successful future.
Global CTI evaluated their needs, learned about how they handle calls and more importantly their mandatory reporting and performance metric needs. The old system gave little if no visibility into their group’s real-time performance during their daily operations, and managers needed easy access to historical reports to make sure the team was on track to meet their Service Level Agreements. ShoreTel Connect ended up being the right solution, as it could provide a brilliantly simple Voice over IP system to administrators and management, and an abundantly capable Enterprise Connect contact center system layered on top to support the growing client care center team.
The agents gained valuable insights by having Key Performance Indicators at their fingertips (or at least on their desktop in real time KPIs), and the managers have both real-time and historic visibility to the team’s performance, allowing them to adjust staffing to meet ever changing customer needs, as they happen –in real time and over time as they grow. Not only that, but we implemented a new Tel-Strat Encore call recording solution which allows them to ensure the quality of their agent interactions is maintained at the highest levels, and to use for training purposes so they can speed up the time to bring a new agent onboard and keep their business growing efficiently while maintaining high quality care.
Oh, and did we mention they needed all of this in less than 60 days from our first meeting? Well, with the customer’s excellent input and our team’s dedication to that goal, we did it! In fact, they opened their new line of business a day early!
We continue to help them optimize their infrastructure with new LAN equipment outside of the call center and are looking forward to helping them take advantage of more and more of their ECC Connect system features as their needs grow and change long into the future.