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Washington Suburban Sanitary Commission Employs IVR to Boost Customer Satisfaction
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Washington Suburban Sanitary Commission Employs IVR to Boost Customer Satisfaction

November 09, 2010

  By Chris DiMarco, TMCnet Managing Editor

Interactive Voice Response systems have seen increased adoption throughout the call center space in recent years and considering the level of utility they offer it’s easy to see why. Recently MicroAutomation (News - Alert), installed two speech enabled IVR systems for the Washington Suburban Sanitary Commission. These solutions have been designed to address customer issues and direct their call without the aid of an agent, freeing resources that would be otherwise. Customer Care and Inspection Scheduling IVR products will both be implemented by the WSSC. 

The Customer Care solution, allows customer to handle billing procedure and payment plans as well as the ability to enter their own water meter reading for automated general information via WSSC. The product is available 24/7 and in both English and Spanish. This solution provides a way for customers to self serve in instances of high wait time or traffic. The Inspection scheduling option allows designated agents to plan inspection times and modify them based on the needs of a customer.

Providing a way for customers to self satisfy without the need for agents is great way for companies to save money while still offering top notch service. Plus there is always an option for customers to connect directly to agents should a question requiring a custom response be on the table.

“We are incredibly excited for this opportunity with WSSC,” stated Suresh Gursahaney, CEO of MicroAutomation. “This solution will greatly reduce agent time for the over 2,000 bill payment related calls that WSSC receives each day. Customer satisfaction will improve and provide WSSC a strong return on investment.”

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

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