When you’re a large call center that is bringing in 11,000 calls each day and rapidly continuing to grow, you’re going to need a solution that’s ready to stretch and scale right along with your business’s demands.
That’s where Choice Home Warranty found themselves when we partnered with them to provide a number of custom enhancements to their standard operations platform, which included:
- Unique integration with the company’s generic payroll system that reduced the HR workload, resulting in reduction of overhead expenses and error during data migration
- Custom reporting features that increased information available to management that allowed optimization of day-to-day operations and workflow
- The increased ability to track call dispositions and compile performance data for individual employees
- Enhanced ability for managers to monitor workflow in real time, identify individual operator availability and needs for support, increasing efficiency
- Custom call statuses that increase real-time information about call-taking capacity at any given moment
When your call center operations are already large, yet they continue to expand, you’re going to need flexible solutions that can only come in the form of a customized platform. Our continuing partnership with Choice Home Warranty allows us to continually scale their systems to meet their needs both now and in the future.
Does this sound like something your business needs? Click to set up a demonstration with a member of our team today.