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CRM Solution Helps Target Interact Increase Customer Satisfaction
Associate Editor
Target Interact is a management consulting firm that designs and deploys new operational strategies for business operations and offers call center outsource services to their clients. It delivers full-spectrum Customer Relationship Management (CRM) services from initial contact with a client's customer, to accurately assessing and addressing customers' needs, all the way through to fulfillment processes.
But, when Target Interact evaluated its own call center operations, it found that its technology provider was not delivering the level of reliability and efficiency Target Interact expected — and wanted to offer its clients. Spikes in call volume and remote workers were also difficult for the system to handle. So, the company decided it needed to upgrade its system.
“We had to have an effective IVR system and a fully integrated logging solution. And we didn’t have the technology to support multi-platform CRM,” said CEO Roger LeFevre.
Apparently, this was not as simple as it might seem — Target Interact nearly re-signed its former providers, still without the features it required. At the last minute, however, the company discovered UCN, Inc. and its inContact product suite.
UCN provides on-demand contact handling software and telecommunication services over its national VoIP network. InContact is a hosted solution set designed to significantly enhance caller satisfaction, boost agent productivity, and improve overall profitability. Features include interactive voice response (IVR), skills-based ACD routing, computer/telephony integration (CTI), inbound/ outbound call blending, remote agent or multi-site support, and much more.
InControl, part of the inContact suite, is an application development tool that simplifies customizing solutions to a drag and drop level. The ability to quickly create a call script allows contact management models to be tailored to each client’s individual needs.
“InContact provides us with an unlimited library of business model capabilities from which to choose or re-craft into the perfect solution for any kind of client,” said LeFevre. “We have not found a business partner yet whose requirements we could not meet.”
Since implementing the UCN solution, Target Interact is experiencing tremendous growth and plans to expand its facility to additional call centers. The increase in business has necessitated a 50% increase in personnel, but the 20,000 inbound calls in February were all handled with ease through the inContact routing and IVR system, allowing the Target Interact agents to effectively answer customer concerns.
InContact identifies and routes a repeat customer to an appropriate agent using Caller ID, where caller information pop-up screens appear simultaneously with the call for the agent, whether they are working at home or in the office.
“We don’t have problems with routing anymore,” LeFevre said. “When we have call spikes, inContact simply directs calls to our affiliated partner call center during an overflow situation without any hassle whatsoever. Beyond that, it’s comforting to know that we have 99.9 percent uptime.”
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Erik Linask is Associate Editor of INTERNET TELEPHONY. Most recently, he was Managing Editor at Global Custodian, an international securities services publication. To see more of his articles, please visit Erik Linask’s columnist page.
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