Oracle's Siebel CRM Call Center On Demand Improves Customer Service for Continental Dispatch
TMCnet Assistant Editor
Call centers in all industries are tasked with delivering service that is efficient and exceeds satisfaction levels.
For call centers answering to callers in emergency or stressful situations, the need to provide speedy, efficient and quality service becomes even greater.
As a TMCnet Whitepaper Library
entry details, one company was able to achieve just this with Oracle's (News
) Siebel CRM Call Center On Demand.
With Siebel CRM Call Center On Demand, Continental Dispatch, a virtual call center operation, was able to provide Pop-a-Lock, a provider of 24/7 emergency roadside assistance and locksmith services, with the benefits of a hosted solution.
With the solution, not only were they able to better manage incoming call requests and better answer to caller needs, they were also able to allow agents to work from home. The solution routes calls to a virtual network of agents to collect information and get technicians out into the field.
"Routing inbound service calls has reduced telecommunications overhead and improved our response time while enhancing the quality of service
. With built-in contact center reports and analytics, we're able to forecast customer demand and adjust staffing accordingly," the whitepaper quotes Jim Fetherman, chief operation officer at Continental Dispatch as saying.
With Seibel CRM Call Center On Demand they are able to better track peak call periods among other capabilities. To further improve service, the company also has plans to deploy bilingual agents.
"Customer satisfaction equals growth. There's no doubt about it. You want the customer to have a good experience—especially while they are under stress. It all starts with our agents. They set the tone for the remainder of the service call," also commented Fetherman.
To learn more about the successful implementation, check out the whitepaper HERE
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