inContact, a provider of on-demand call center software
and call center agent optimization tools, announced the growth of its business
process outsourcer (BPO) client base with the addition of a growing BPO that
caters specifically to food service companies.
The new client will initially use 100 seats of inContact
cloud call routing and workforce management (WFM) software, but anticipates
significant growth that could rapidly increase usage.
The company aims to help its clients increase sales,
reduce costs and improve the customer experience by unifying customer calls
into a central call center. The approach has been proven in a number of
different industries where calls can be answered quickly by a focused agent in
a call center, and the order routed to the appropriate restaurant.
The strategy enables customer-facing employees to focus
their energy on the customers in the locations, while callers also receive
premier customer service.
The new client selected inContact to maximize efficiency
by utilizing skills-based routing to send the calls to the most appropriate
agent skilled for any particular call, and ensure the call center is properly
Additionally, to support its anticipated growth, the
company is planning to expand to multiple locations in the United States and
the Philippines and may add work-from-home agents.
As inContact is a true cloud-based offering that
requires no hardware, and supports international, multi-site and at-home workers,
inContact was able to meet the company’s business requirements for growth.
Our solutions help BPOs handle calls for a variety of
clients while providing premier customer service for each interaction,” said
Mariann McDonagh, chief marketing officer of inContact.
Because our solutions are location agnostic, we can
enable call center managers and supervisors with the reporting, monitoring and
routing solutions necessary to ensure a consistent customer service experience
across any number of locations and geographies. Additionally, our WFM solution
ensures proper staffing across all locations,” McDonagh added.
inContact’s cloud contact center portfolio is a preferred
solution for BPOs, as it gives them the power to: Create a differentiated and
profitable customer experience, dramatically reduce operational costs and
improve efficiency, location agnostic: domestic, off-shore, at-home and more.
inContact’s cloud contact center portfolio also helps to
manage the workforce more profitably, scale seats up and down on demand in
response to market conditions or seasonal demands and find the right balance
between cost, profitability and customer needs
More companies follow this growing trend of centralizing
call center activities, rather than having customer-facing employees try to
balance calls and in-person customers.
Some do this through engagement with a BPO, while others
build their own call center, but the result is the same improved customer
experience and higher profitability. It’s a fantastic strategy for growing
companies that see the customer experience as a strategic advantage for
By Telecomlead.com Team