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Increase Productivity With A Routing And Scheduling Solution
Used with permission from Integrated Solutions magazine
RouteScript has increased productivity of CSRs in the call center by 30% and reduced average phone call hold time by 15 seconds. Another valuable feature of RouteScript is that it gives Geeks On Call customers the ability to schedule their own appointments online. Many customers enjoy the flexibility the Internet scheduling option offers. Since the Geeks On Call call center is not open 24 hours, online scheduling has given the company the opportunity for additional business because appointments can now be scheduled at any time of the day or night.
Geeks On Call currently is considering implementing an InterGis GPS solution. "We own all of the vehicles our technicians use," says Artese, "and we'd like to be able to track these assets." With this GPS solution, Geeks On Call could monitor the routes of each technician to ensure time and resources are being used efficiently.
With the RouteScript integration tool, Geeks On Call technicians can access the VCR to create work orders, schedule appointments, and modify their skill sets and availabilities. Since installing RouteScript, Geeks On Call has created step-by-step prompts via a script on each CSR's screen that walks them through various issues customers commonly call about. This script, along with the reduction of VCR tasks, has allowed Geeks On Call to decrease the amount of time it takes to train CSRs from 10 days to 3 days.
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