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Overview:

A large transportation company's customer contact center was facing difficulties in servicing the thousands of calls it received daily. Although they believed they had enough agents to handle their call volume, calls were remaining in queue for extended periods of time and many were dropping. The center was not achieving the service level goal of 80 percent of calls answered in 20 seconds or less. And senior management believed the cost-per-answered-call was too high. To address the issues, the company asked Verizon Business Contact Center Solutions (CCS) Consulting Services to complete an analysis of their Customer Contact Center.

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Format:PDF
Date:Apr 2008

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