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| The death of queues with Servion's CallBack Manager |
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| The organization is a large service provider of outsourcing, technology, and consulting services for health, human services, and legal organizations. |
| The Challenge |
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| It had been observed that the service provider's Customer Service Representatives (CSRs) faced a large number of calls during peak time. Call inflow was very high and due to the long waiting times, a large number of calls were dropped. On the other hand, the CSRs were less than optimally utilized during non-peak hours. There was also no way to keep track of calls during non-working hours or holidays.
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| The Solution |
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| Servion Global Solutions deployed a bilingual (English and Spanish) CallBack Manager at two of the service provider's three Call Centers.
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| The Benefits |
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| With the CallBack Manager, customers now have more control over the process and can choose a time of their convenience to be called back. Agents are more productive due to smoothening of the peaks. Managers can now spot bottlenecks and access operational efficiency easily.
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