Customer Shares Success with inContact Hosted Call Center
April 23, 2012
Your ultimate goal is to streamline the agent desktop through the integration of all call aspects into a single interface. When successful, it allows agents to focus completely on the customer and deliver the optimal customer experience. Is it possible through the hosted call center? inContact believes it’s not only possible, but even probable.
A recent inContact blog suggested this mission is one key focus for inContact on a daily basis as the company continues to promote its hosted call center solutions. The blog was actually written by an inContact partner, CarSafe, LLC, and its lead engineer. The company also developed Rubi Professional LLC. This Web-based CRM (customer relationship management) solution with deep inContact integration was designed to streamline the sales floor for better results.
The first introduction to the hosted call center for this engineer began with CarSafe when four years ago, the company had four cubicles and an outdated phone system. His job was to set up the gateway to the computers, install the WiFi (News - Alert) and try to get the phones to work. He spent months replacing, beating, restarting and crying over the system. It was so bad that even when it was running properly, it still was falling short of quality expectations. It was time to search for a different system.
After searching through a number of different solution options, CarSafe learned of inContact and the company’s promises, features and options – it seemed too good to be true. The company decided to test the promises and launched the inContact hosted call center. Now, four years later, CarSafe is one of the most successful Vehicle Service Contract broker providers in the nation, supporting more than 100 employees in two different states. They believe inContact was a big part of that success.
Through the company’s hosted call center offerings, inContact provided a solid VoIP platform and the robust platform to support the Rubi Professionals CRM. By launching this solution for the sales floor, CarSafe was able to run an efficient hosted call center. Before Rubi, agents had to deal with multiple systems to complete an interaction. The streamlined interface simplified the process and ensured agents could use the CRM piece as a tool and not another system to navigate.
With complete integration within the hosted call center, managers can link logs and voice recordings with the customer file instantly and automatically. As most support tickets were related to issues that emerged when trying to review calls, this step led to a complete stop in review-related trouble tickets.
This integration allowed in the inContact hosted call center solution ensured CarSafe could create the call center environment they needed to be efficient and responsive to customer calls. The company and its call center have experienced significant success as a result.
Edited by Amanda Ciccatelli
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