Our Challenge
Comerco is a general insurance company that concentrates on management of special risks, such as fishing boats and extended warranties on home appliances. The exorbitant costs and complexity of running a customer service centre led Camco, a major appliance manufacturer, to contract customer service out to Comerco. As Camco is in Moncton, calls had to be redirected to Comerco in Laval. Comerco had only one telephone system and wanted a new system that would help it meet its new requirements. Camco had been shopping for an integrated solution developed by a single vendor, but had not found what it was looking for. Comerco therefore turned to its telephone company, Sprint, one of Decisif partners. Comerco also wished to be able to make any future changes without having to return to the supplier. It wanted to be able to manage agents in real time, generate reports and eventually add a predictive dialer. The company estimated that it received about 100 calls a day.
Our Strategy
Decisif installed IMR (Intelligent Message Routing) and IVR (Interactive Voice Response) modules at Comerco. IMR automatically routes calls to the right agent based on settings predefined by the company. In addition, when a call is routed, a screen-pop containing information about the customer is sent along to the agent's workstation. IVR enables customers to check their accounts automatically without going through an agent. The Focus Report module provides real-time statistics on all aspects of the call centre. The company can now find out how many calls it receives, how many customers hang up after waiting too long, how much time agents spend idle and on each call, how many calls are transferred, and more. With Decisif's Script Wizard, implementing changes could not be easier. Managers use the mouse to make the changes they deem necessary: to reassign agents to another queue or to shorten the time before an alert is sent that too many customers are on hold or hanging up before speaking to an agent, for example.
The Result
Comerco is highly satisfied with the Decisif single-vendor solution installed. It enables them to make any necessary changes directly through their technical department, which means that there are no further costs incurred. Thanks to Focus Report, the company has realized that it receives about 200 calls a day, and Comerco can add Décisif Predictive Dialer when it feels the need. One of the Predictive Dialer's features that Comerco will find handy is its ability to automatically call customers whose warranties are about to expire.
Figures
10 agents
8 IVR ports
Decisif
