The secret of a successful call center depends on lies in UC
A financial services institution with more than 1.8 million members has a staff of 2,500 employees located in 149 different branches. The 120-person contact center handles approximately 280,000 inbound telephone calls per year. The result of implementing Unified Communications was offering a better service:
• Extended the number of specialists available to handle customer calls by 50%
• Reduced wait times
• Increased cross-sales and share-of-wallet, generating an additional $5.59 million in monthly revenue
• Increased its ability to con¬sistently meet goals: 80% of calls are handled within 20 seconds and abandon rates have fallen to less than 45%. |