Perhaps it is the cable consumers nightmare to have to call customer service to handle a problem. When youre already fired up over billing discrepancies or dealing with technical mishaps, the last thing you want to do is have to call a representative, only to be placed in a queue without a single idea of when or how your problem will be addressed.
Subscribers to Time Warner Cable might sing a different song when it comes to customer service. Time Warner Cable has selected Concerto Softwares EnsemblePro to better manage its telesales and collections process, increasing agent productivity through automated dialing and real-time access to customer information.
Concerto EnsemblePro distributes routing, reporting and agent empowerment capabilities in a single solution and unites inbound, outbound and blended multi-channel contact (voice, e-mail, Web and fax). Agent productivity is increased through automated dialing and real-time access to customer information, while offering a higher level of service by providing consistent messaging through agent scripting. And this, above all things, Im happy to report improves the customer experience: agents will not have to ask customers to constantly repeat information.
"Our focus at Time Warner Cable is to ensure that our customers are satisfied and that their cable needs are being met, said Richard Brashear, director of TeleSales for Time Warner Cable/Charlotte Division. With Concerto EnsemblePro, we will have more functionality in the telemarketing and collections, including a desktop browser, blended outbound and inbound capabilities, as well as call recording and agent audio options. All of this allows us to achieve quicker collections, increased sales and provide superior customer service.
In addition to implementing EnsemblePro, Time Warner Cable is also employing a scripting design tool called LYRICall, which will assist agents better navigate through customer calls. According to the release, the LYRICall Script Flow Tool enables administrators to build and deploy scripts to guide agents through calls and call flows, allowing agents to more quickly handle calls and provide a higher-quality experience for Time Warner's customers.
"To continue growing their business, Time Warner Cable of Charlotte recognizes the need for a contact center solution that can optimize the efficiencies of their systems and people while enabling the company to maximize every customer relationship, stated Ralph Breslauer, executive vice president of sales and marketing at Concerto. As Time Warner Cable's contact center partner, Concerto applies more than 30 years of insight in the customer service, telesales and collections processes to provide solutions that support their strategic business objectives."
More information on Concertos EnsemblePro can be found by visiting their Web site at www.concerto.com
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