Chicago Manufacturer benefits with CTI
We helped a Chicago manufacturer improve customer service by designing and implementing CTI to integrate with their ERP system. This new system provided skills-based routing to improve agent occupancy and call handling. Skills-based routing also reduced training time and expenses. As a result, the client's cost per call dropped by 25% while the volume of calls they were able to handle rose 30% without adding agents. Best of all, customer service levels soared as wait-times decreased and agents, empowered by more and better on-screen information became more effective on every call.

Bank starts up a call center
We helped a bank client in Texas establish its first call center. We designed a call center model and built a business case based on interviews with current operational personnel and an assessment of existing technology. We also helped to select and implement new technology, created job descriptions for customer service agents, and established policies and procedures for the call center staff. We even took care of training them.