The inbound call center is often touted as an important piece of the customer service initiative for any sales organization. At the same time, this important division can also be responsible for considerable cost for the enterprise. With the right technology and strategy in place, however, the call center gains efficiency.
Ameridial has for more than two decades brought inbound call center services to companies seeking a flexible and scalable solution. A recent case study demonstrates how this company and its inbound solutions helped an MVNO save money.
Through meeting the expectations of the customer on a consistent basis, Ameridial has earned a respectable reputation as one of the leading inbound call center providers. With more than 800 highly-trained sales and service workers who help push that reputation to new heights. One of the many success stories includes a partnership with a mobile virtual network operator (MVNO) involved in the wireless industry.
The MVNO was experiencing skyrocketing demand for wireless services for an upcoming generation of wireless users who haven’t yet hit their teens. The MVNO saw that this new generation of users could be catered to, and they did develop products specifically for the demographic.
But there were complexities involved in catering to this youthful group. With these complexities came challenging customer care methods as well as sales. The MVNO needed a call center to build a customer care and sales division that could offer effective outbound customer services. E-mail also needed to be integrated for the customer care and sales processes.
The MVNO also required chat capabilities to reach out to its customers as well as Interactive Voice Response (IVR) solutions to give customers as many channels as they want to connect. But the MVNO also needed their inbound call center to be able to grow with its business and keep up with the changing needs of the customers.
Ameridial took a hands-on approach and began working with the company to come up with solutions that would be easy to deploy and launch quickly. They were able to go from concept to delivery within 60 days by analyzing key metrics. As Ameridial proved itself by hitting goals and staying on budget early in the project, a higher level of trust was developed.
The staff that Ameridial delivered, as well as its solutions, allowed the MVNO to reach its call volume goals. The staff included project and sales managers as well as sales professionals and service professionals. Staff is motivated by Ameridial’s adherence to an incentive program associated with key performance indicators.
Communication is key in developing successful solutions and Ameridial has a high commitment to sharing ideas as well as data that leads better decisions. This results in very high quality ratings, scalability, higher retention of staff, and ASA and AHT goals that were either met or surpassed each and every time.
Edited by Rich Steeves