How One Call Center Boosted Productivity, Quality, & Morale Quickly & Affordably

Last Spring, Credit First National Association (CFNA), a wholly owned subsidiary of Bridgestone Firestone, recognized its growing business required updated systems and processes to collect, integrate and distribute information staff in its high-paced call centers. CFNA chose Inova Solutions to provide expertise, software and hardware solutions to quickly solve these problems and earn a solid return-on-investment.

"As our industry matured, we needed real-time data on service levels and call volumes to properly manage the business," said Al Policy, CFNA's President and CEO, explaining that several key performance indicators were hard to access, consolidate and share with call center teams. "As a result, it was difficult to quickly handle changing conditions in the contact center." Policy also noted that he wanted to improve overall communications in the centers, which provide credit card services to thousands of retail and commercial clients. "We needed an easy, effective way to communicate with employees about everything from call queue information, company performance, project updates and procedural changes to motivational team messages and weather reports. This wasn't easy because we have a multi-shift call center and a lot of part-time staff."

Inova Solutions President & CEO Tom Hubbard explained that call centers that can't see data in real-time are at a distinct disadvantage because they can't quickly shift workloads and resources. "These drawbacks affect productivity and the ability to deliver optimal customer service," Hubbard said, noting that periods of business growth, building expansion and technology upgrades are ideal times for call centers to consider improving information collection, distribution and display.

The Solution
"We wanted flexible, high-end displays to hook into our existing systems and evolve with our changing needs," Policy explained. "We chose Inova Solutions because they're forward-thinking and had the right products. The integration software is very flexible and the displays offer a wide variety of layouts with text, graphics and videos. The displays are so easy to modify that we update them all day long and rotate views depending on the center needs." So far, CFNA has installed 12 of Inova Solutions' BroadcasterTM LCD displays in both 40" and 46" screens for its call center of 150 people. The plasma screens deliver high-impact information proven to create a highly responsive environment. The displays are connected with LightLinkTM, Inova's agile, integrated software that delivers instant, consolidated data from multiple sources. (Photos are available.)

The Results
With 25 years of call center experience, Inova Solutions has the installation process down to a science -- meaning it was fast and simple. And CFNA has lalready experienced notable increases in productivity, customer satisfaction and employee morale almost immediately. "Now that everyone can see instant data, productivity has improved," Policy said. "It's amazing how motivated front-line reps are when they are empowered with information to efficiently provide the best service."

About Inova Solutions
Founded in 1984, Inova Solutions is a global provider of real-time visual communications that help call centers, public transit systems, schools, manufacturers and others instantly communicate vital information and motivate action. For details, visitwww.inovasolutions.com.

SOURCE: Credit First National Association