Info Excavation Case Study

Our Challenge

Info Excavation is a call centre that specializes in locating underground cables and pipes. It offers its services to contractors who have excavating work to do; customers include Bell Canada, Hydro-Quebec and Videotron. With its large, diverse clientele, Info Excavation needs to be able to access call statistics for each of its customers quickly and easily. The company's existing Cintech software could not provide the required statistics because it has no integrated report module. Furthermore, Info Excavation encountered a number of problems with the Cintech product reseller when the software was upgraded. Décisif was therefore asked to set up a system that would give company managers greater control over the calls received by the customer service department and would ensure after-sales service that was second to none.

Our Strategy

We had to set up a system that would provide automatic access to customer information. Implementing the IMR (Intelligent Message Routing) module enabled quick, timely call forwarding, thus saving time and avoiding constant call transferring. By integrating this module into its database, Info Excavation was able to automate not only call routing, but also customer information retrieval, so that customers don't have to repeat themselves and company employees no longer have to spend time tediously searching for the information they need. The IVR (Interactive Voice Response) module acts as an additional employee, providing customers with certain basic information without any need for human involvement and freeing up call centre agents to concentrate on more complex questions that require real interaction with customers. Info Excavation is also able to extract call statistics, to find out things such as the exact number of calls received each day.

The Result

With Décisif's modules, Info Excavation was able to determine that it was receiving a total of 500 calls a day at its customer service centre. The company could identify which customers called the most frequently, and once the database was incorporated into the IVR module, it became possible to route customers to the correct agent with the relevant information attached to the call. These changes improved customer service immensely, as calls are now answered more quickly and more efficiently.

Figures

8 IVR ports
20 agents

Decisif