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IVR Service Provider: inContact's Cloud-Based Contact Center Improves CarSafe's Customer Satisfaction

By Amanda Ciccatelli, TMCnet Web Editor

CarSafe's customer service needed help as its on-premise contact center was interfering with the organization's growth. The company, a seller of extended vehicle warranties, was unable to increase the number of contact center agents with its expansion. The contact center and IVR system was hindering the company's attempts to provide an optimal customer experience until in 2009, when CarSafe implemented inContact’s cloud-based contact center, giving CarSafe much-needed flexibility

In a recent case study, CarSafe Senior Manager of IS, Chris Scholl, stated that a major problem was the contact center's inability to handle call queues of more than 20 callers. The phone system would crash whenever it reached its maximum capacity, which was often. The only solution was a complete reboot, leaving the company without a phone system for up to an hour at a time. This was costing the company a great deal and it was creating a negative experience for clients.

CarSafe had to address these issues quickly or risk losing customers, so fortunately, inContact came to their rescue. A cloud-based contact system provided by inContact eliminated downtime, which is critical for customers needing immediate assistance.

Years later, the new contact center system is still helping CarSafe to improve its customer experience, according to Scholl. The calls are clearer and the company is able to personalize customer interactions. The phone lines are integrated with CarSafe's CRM system, giving agents information about the customer they're about to speak with. Agents can greet customers by name and have access to previous interactions and information about a client's vehicle and warranty coverage.

“Beyond having a really killer platform with great technology, inContact has great people that support and help you all along the way,” said Scholl.

The cloud-based IVR service provider ensures that customers reach the right agent immediately. By recognizing the customer's area code, the system connects each caller to an agent in the nearest location to them. The IVR service provider also filters information and puts callers into specific queues according to each customer's needs helping to improve efficiency. The three contact center locations tap into a central queue system allowing calls to be shifted to the other two without a pause in service.

A feature of inContact’s cloud-based contact center that is positively impacting customer experience is the ability to call back customers who have been in the queue for more than 90 seconds, without losing their place in the queue. CarSafe is also able to collect information about customers who try to reach the contact center after hours.

The company has gained several improvements from inContact’s solution. CarSafe now has more personalized customer interactions as data makes it easier for contact center agents to know who's on the other end of the line and be able to tailor the conversation to their specific needs. Call handling times have been reduced as customers want their questions answered as quickly as possible. Also, CarSafe contact centers now offer a callback option for busy customers that don't want to spend a long time waiting on the phone.