If the trends in the mortgage and loan fields are any indication, complexities in the financial market are a quick route to disaster. But when it comes to call center software that’s effective and easy to use, there’s at least one way for financial institutions to ditch mind bending complexity. Zeacom’s (News - Alert) intuitive solutions have spread the gospel of complexity abandonment since their earliest iterations and in the process have become the call center software suite of choice for many financial institutions.
Summit Financial Resources, Inc. is a family-operated auto finance company, based in Plantation, Florida and recently adopted ZCC as its call center software service. The company had used Zeacom in the past, but was convinced to move to a Samsung (News - Alert) UC platform by a colleague. They were quickly disenfranchised by the choice. “Our initial Zeacom solution worked very well,” Wheeler recalls, “but as our business continued to grow we were concerned about its scalability,” Said David Wheeler VP of Summit Financial , ““The main problem was that it wasn’t user friendly, and the administrative functions were difficult to use. Reports for who was on the phone, call volumes and other information was non-existent, even when we added additional modules to the base package. It was like going back to the Stone Age.”
Summit was faced with a choice, continue to bolt on modular components to achieve the level of service they needed in its call center, or find an all in one suite that could do the job it current platform could not. The ultimate answer had them turning back to the Zeacom solution. This decision was partially due to the fact the company already had 30 supervisor licenses, and only needed to add about 20 in order to accommodate its expanded call center.
The Rich Presence that ZCC offers far surpassed anything the company had used before. It enables agents and manager to see who’s at their desk who’s on a call and when breaks are scheduled. The systems IVR helped callers navigate the menus effectively and queue to the proper phone lines, once routed the caller ID allowed agents to see what they were about to pick up. Announcement features keep callers on the line by letting them know where they are in the queue, which goes a long way in preventing abandonment. “Our abandonments have fallen to “0,” Wheeler said.
By reducing front end complexity and increasing back end utility the company gained impressive ROI Zeacom’s ZCC solution. “I’m a much happier person today,” Wheeler said. “The system does everything they said it would do, and then some.”
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.
Edited by Chris DiMarco