Challenge:
A not-for-profit, educational services organization needed to deliver a consistent and responsive customer service experience, despite drastic swings in daily call and contact volumes. Further, it sought to control costs, add more self-service options and ensure services were accessible to all demographic groups.
Solution:
Infinitive consultants analyzed current customer service interactions and processes, defined data requirements and evaluated potential providers to determine the best course to meet its cost and performance targets. Then we provided project and risk management and communication services—supporting a number of critical tasks, including vendor on-boarding, data migration, and the updating of Interactive Voice Response (IVR) systems.
Results:
Deploying the new capability in a matter of weeks—not months – the not-for-profit educational services organization has re-energized its customer service operation. Client satisfaction has improved, call volumes have fallen, and overall costs have decreased.
The bottom line? Customer queries are handled more efficiently and effectively—a win-win situation for both our client and its customers.
“Working with Infinitive enabled us to transform the way we serve our various customer groups.”
— Manager, Call Center Operations
