| Case Study - United Vacations |
United Vacations is an affiliate of The Mark Travel Corporation, one of America's largest and most respected travel companies. The multi-brand operation has a UK based call centre offering personal and expert service. The company has benefitted from Callstream's network based solutions for many years. Homeworking has recently been introduced requiring a bespoke solution from Callstream. The Challenges
The Callstream Solution Callstream have delivered a bespoke online Contact Manager system to allow the company direct access to manage, modify and create their own call network
The Results Callstream Contact Manager has enabled the organisation to benefit from homeworking agents within their call centre network. These agents access the system to answer calls automatically directed to them. Easy set-up process means that operator capacity can be upscaled quickly and skill based routing improves customer service as calls are answered by those best suited to do so. Homeworking call activity is automatically logged and the system provides a real-time view of the agent's status. Out of hours service is improved as agents have 24/7 access from home. Contact Manager also allows access to call recording, IVR messaging, agent grouping and call routing by number. “Callstream have proved to be an excellent telecoms partner. Contact Manager puts the system in our own hands giving us the flexibility to quickly adapt our network. But we know from experience that Callstream are always there to support us.” Operations Director, United Vacations Other Callstream Case Studies: |
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