"With Skills Based Routing we can get new CSR’s up and running with in a week and half-that was a BIG WIN for us"
Nancy Metivier, Manager of the Customer Service Department, GMCR
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Industry: Retail Sales
Business Challenge: Green Mountain Coffee Roasters existing Call Center application was out dated and did not meet their existing business needs.
Network Solution: CMB Technologies implemented Cisco IPCC Express to enhance Green Mountains call center and opened more doors for Green Mountain to pursue their goals of accelerated to key and mew markets. Implementing CTI Screen Pops and Skills based routing increased customer service levels and increased efficiency in the call center agents. Historical reporting was also big benefit for Green Mountain. Previously, reports would take a minimum of 16 hours to complete using numerous staff member. Now through the historical report client Gen Mountain can run reports in 2 hours and identifies such factors of how long callers have been in queue, how long it takes for an agent to complete a transaction and email reports to various departments in the company.
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"Not only does centralized management help us better manage our people, it helps us keep the contact center flowing"
Barry Silver, Director of IT, Security Lock Distributors
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Industry: Manufacturing and Sales
Business Challenge: Security Lock distributors has no outside sales force instead, relies strictly on their inside sales staff in three contact center locations around the country. They were challenged with only one call queue which meant their top sales people were helping callers with invoicing questions rather than handling true sales inquiry calls.
Another challenge Security Lock faced was their agents having no ability to view calls in queue. Not only did this lead to longer on hold times but a large call abandon rate.
Lastly, reporting for Security Lock distributors was a process that could take hours analyzing a 300 page phone bill.
Network Solution: CMB Technologies first analyzed the various contact center scenarios and how Security Lock could optimize their sales potential. Following this discovery priority routing was implemented sending Security Lock’s top 100 customers to the front of a queue. Along with priority routing competency routing was also implemented. Competency routing routes the call based on the agents experience rating from 1 to 10. CMB also developed deployed Express View, its own customer software application which enabled agents have a better visibility into their queue. The application shows the identity of the callers in queue so the agent can choose which of the highest-value callers to choose with the click of the mouse.
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