The inbound call center is often the first interaction point between customer and company, creating an opportunity for either a quality or lackluster experience. Ameridial, a go-to source for inbound call center solutions, proved its abilities recently to an MVNO when it produced, from the ground up, an inbound call center customer care and sales solutions.
The MVNO, or Mobile Virtual Network Operator, rose to prominence in the wireless industry through its ability to service a specific age group in the “tween” demographic. The MVNO also facilitated a number of challenges that Ameridial took head on and solved. The success of the encounter was captured in this case study.
Given the age group, the MVNO faced specific challenges that would allow them to meet their subscribers’ needs and solutions more effectively. However, it’s worth noting that the architecture required to support the needs of this demographic is complex and takes many vendors to deliver the kind of product that can draw customer satisfaction.
Ameridial’s inbound call center expertise was able to establish higher quality ratings for the MVNO, develop integration solutions that were of use for on-shore and off-shore environments, hit all the targets associated with ASA and AHT, scale to market and business changes, and not only meet agent retention goals but surpass them.
Ameridial’s inbound call center solution included a goal of quickly identifying and solving issues. The company designed and created a program that boosted the sales and customer relations team’s ability to do their jobs. Client testimonies speak to the lengths at which the company will go to make the partnership a success.
First, Ameridial got to know the exact needs of the company from department to department. Once it zeroed in on all the metrics applicable, they were able to drill down on solutions that would meet their needs. The inbound call center solution was delivered on time, and more importantly, on budget. The MVNO hit all its call volume goals while Ameridial was able to keep up with the staffing needs.
One of the areas Ameridial’s inbound call center solution has perfected is its ability to train staff and create quality teams of professionals that can deliver the service and sales needs capable of enhancing any inbound call center. Ameridial is also adept at establish the key performance indicators that give teams something to reach for. Without taking the time to establish KPI (key performance indicators), companies often don’t hit their targets and Ameridial knows how to deliver in that aspect.
Ameridial’s inbound call center clients know they can rely on the company to deliver a scalable solution that leads to more successes now and in the future as the companies grow. And, given that the inbound call center is still the first opportunity to make a good impression, Ameridial is focused on the quality of that interaction.
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Edited by Rich Steeves