提高呼叫中心应答率和客户满意度：10X Five 和 CallTrackingMetrics 案例研究
适用行业
- 建筑物
- 设备与机械
适用功能
- 销售与市场营销
用例
- 楼宇自动化与控制
- 时间敏感网络
关于客户
10X Five 是一家位于亚特兰大的高增长公司的可扩展性合作伙伴。他们为客户提供完整的营销团队和全方位服务的营销和销售解决方案。他们努力践行五个核心价值观：作为一个团队行动、成为一名企业家、高瞻远瞩、快速行动、领导管理和超越期望。
挑战
10X Five 正在寻找一家一体化电话提供商，以提高其呼叫中心应答率并提高客户满意度。他们有多个供应商提供电话服务、呼叫跟踪、呼叫录音和监控工具，这些工具成本高昂且难以管理。他们还缺乏用于远程访问其工具的 IP 语音选项。
解决方案
他们在 2016 年的国际特许经营协会会议上发现了 CallTrackingMetrics。尽管 CTM 当时没有提供正式的联络中心计划，但它具有 10X Five 所需的特性和功能。他们开始使用 CTM 的呼叫队列进行复杂的路由，允许将呼叫定向到适当的座席。他们还利用了 CTM 的远程访问功能，使客服人员能够在家中登录。 CTM 的软件帮助他们将呼叫应答率从 80% 提高到 95% 以上。他们还使用通话录音和现场聆听工具进行座席培训和辅导。
运营影响
数量效益
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