Twenty years ago if you worked in a call center, things were very basic. You were likely on a team that either took calls or made calls. Stats were also pretty basic and mostly showed how many calls we took and how long each call was.
I know because I managed call centers for eight years early in my career. Times have definitely changed, as call center software today is so dramatically different when it comes to capabilities, advanced features and reporting. As the customer reference manager for ShoreTel I talk to customers daily about their experiences and recently have noticed how companies are using companies are using call center software to grow their bottom line.
Consumer Credit Counseling Service is a national registered charity in the United Kingdom that provides free debt advice and debt management for people and individuals, and families that have got financial difficulties. They help around 500,000 people a year, which makes them the U.K’s leading debt advice charity. One of the biggest advantages they’ve seen from using ShoreTel Contact is the real-time reports to help them handle increased call volume and transfer the call to available specialists they can see are available. ShoreTel Contact Center has also improved customer by improving the internal transfer process, routing the customer to the right contacts, showing availability of agents and specialists and so much more.
Healthpointe, a Medical Group Practice located in La Mirada, California, has leveraged the outbound features of ShoreTel Contact Center. They use the contact center software for medical collection purposes and have it integrated with two different medical software products. They have configured the software so if an account is older than 31 days they can make a call. They have also implemented ShoreTel Web dialer so they can put an agent on the dialer and they can do both inbound and outbound calls. The results have been a 400 percent increase in productivity,
Labeled one of the fasting growing companies in the world, Monavie employs nearly 900 employees in eleven countries around the world. Monavie implemented ShoreTel Enterprise Contact Center and estimates they are saving half a million dollars per year (US $500,000) on reduced personnel costs alone. Prior to ShoreTel they had separate teams that handled calls, emails and chats, but thanks to the robust skills -based routing in ShoreTel Enterprise Contact Center they are able to consolidate some teams for more effective staffing. Not only that but they’ve seen improved customer service and been able to use ShoreTel Contact Center for outbound calls.