Many companies try to effectively balance both inbound and outbound calls. When the call volume continues to increase, it can grow to a level of difficult manageability to ensure quality care for each caller. Reader’s Digest recently fell into this predicament.
The New York-based company was having difficulties with handling their call volume and correctly connecting those callers through their switchboard, suggesting it was the right time to consider the auto attendant.
According to a Parlance case study, the inbound calls Reader’s Digest was trying to juggle included employees requesting to be transferred to coworkers in various departments. Operators dealing with the numerous internal transfers were ultimately impacting the customer service level provided to other callers.
To add to the list of problems, night security guards were subjected to the switchboard duties. Not only is this a hassle for them to be cross-trained, but the security guard was only so effective in properly answering the phone and directing customers. This heightened the focus on the need for an auto attendant.
Fortunately, Parlance had just the auto attendant Reader’s Digest needed to optimize caller activity. This easy and effective solution helped the company to handle their increased call loads and efficiently manage each and every caller. Reader’s Digest was able to take advantage of nameConnector Service solutions.
The auto attendant program was installed and operational in just one business day. The auto attendant software now greets every caller on the main number prior to the second ring. A voice prompt will ask for the name or department the caller is asking to speak with and automatically contacts them in seconds.
Callers are also given the option of speaking to an operator, a service that has no office hours. It is available to every caller regardless of business hours and can be programmed with special greetings and notifications.
Parlance’s auto attendant frees up the operator from tedious transfer request by employees. After integration, Reader’s Digest employees simply pressed “0” from their desk phones to connect to nameConnector Services directory. So not only is this auto attendant solution effective, it increases productivity, too.
The system easily offloads more than 20,000 calls place from Reader’s Digest operators each month. After the New York office deployment, Reader’s Digest installed the auto attendance in their United Kingdom location.
Parlance is able to provide an auto attendant solution that is turnkey and comprehensive. It is completely manageable and provides a monitoring system that gives 24/7 access to each caller. This ensures customer satisfaction at every level.
Edited by Amanda Ciccatelli