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Contact Solutions Saves Clients $3 Million of Call Center Agent Time in a Single DayReston, VA, Jun 06, 2012 (PRWeb.com via COMTEX) -- In a single day of record call volume, Contact Solutions, a leading provider of cloud-based customer self-service solutions, saved its clients more than $3 million of call center agent time. On June 1 the company provided customer self-service to 6.3 million consumers, avoiding the need to involve live customer service agents. The self-service was delivered through over 500 solutions deployed for large enterprise and government clients in prepaid cards, healthcare, banking, government, transportation, and other industries. This was the highest single day call volume in Contact Solutions' 10-year history. Contact Solutions continues to experience steady growth that far outpaces the market. Overall, hosted transaction volume is up 24% in 2012, and each month's volume has been higher compared to the same period last year. "This in an important milestone for us and our customers as we continue to deliver highly valued patented solutions that prove our continuous improvement model is successful," said Paul Logan, CEO of Contact Solutions. "This record usage day proves that when you can provide great self-service solutions that are easy to use and help the caller, people will opt to use them instead of trying to interact with a live agent." The Contact Solutions' Continuous Improvement Practice (CIP) sets the company apart from competitors, according to Logan, because it includes a unique patented software technology that automatically analyzes customer behavior and creates a personalized self-service experience. Contact Solutions is dedicated to creating solutions that are designed from the start to be efficient and easy to use, but also to adapt based on the needs of the caller. "We have never created a solution and then just walked away from it, which many companies in our industry do," said Logan. "In fact, we have found that enterprises that do not continuously analyze and improve their self-service systems could be leaving more than half of their potential savings on the table. "We analyze all of our solutions and offer recommendations for improvement to our customers that will meet the needs of the caller, who is, ultimately, the most important player in the whole scenario," said Logan. "By meeting the needs of the caller, we can help the company ensure a great customer experience, which results in lower costs and greater loyalty." About Contact Solutions Contact Solutions provides customer self-service solutions for large commercial and government enterprises, using patented processes and technologies to continuously improve the customer experience and transform call center operations while reducing expenses. Guaranteed. Our proven Continuous Improvement methodology has positively impacted customer experience for every client since its inception, delivering an average increase of 27.4% and resulting in higher customer satisfaction at a lower cost. Recognized with the Frost & Sullivan Product Differentiation Award, this unique model quantifies the customer experience, enabling our customers to continuously improve year-over-year performance and ROI. Contact Solutions is one of the top five largest hosted IVR providers in North America. For more information, visit http://www.contactsolutions.com. Read the full story at http://www.prweb.com/releases/2012/6/prweb9574073.htm PRWeb.com |