Case Study 1: Customer since 2006
A large union manufacturing plant needed a “disinterested third party” to take call-ins for their employees who would be tardy or absent from work. They had several requirements to satisfy the union regulations. For example, they needed to use a phone number separate from the manufacturing plant and provide each employee who called in with a unique confirmation number for verification. We created a employee call-in system that gives special attention to message delivery. Faxes are sent 3 times daily and 30 minutes prior to the beginning of each shift, therefore giving shift supervisors a heads up about staffing. We also send a daily report in CSV format to the HR department. This has allowed our client to build a database of all previous call-ins and add to it over the years. They can sort the data by employee name to see how many times and when a particular employee called in. We are able to back up any HR question about a call-in with a voice log of the employee’s call when necessary.
Reporting & Accountability: The shift supervisors are made aware of employee call-ins prior the beginning of each shift, the employees receive a confirmation number for their call and HR receives additions to ongoing record keeping of all absent or tardy employees for payroll and disciplinary action if needed. Even the union is happy.
Case Study 2: Customer since 2010
We provide a custom solution to a distributor of heavy construction equipment and portable power (generators). Our client’s corporate headquarters estimates that 15% – 25% of all business occurs outside of regular business hours. For after hours calls, we blend an automated attendant system with live operator services to support the corporate office plus 10 store locations.
We begin by sorting calls that are about customer-owned equipment versus rental equipment, then further sort between parts and service. We patch callers directly to the correct person in the company who can take care of their problem, rather than taking and dispatching messages. This approach provides the best possible customer service and prevents the caller from calling a competitor. The average sale value of each customer is quite high so it is important to treat each and every one with the best possible care.
For example, after a disaster occurs (i.e. a tornado, hurricane, loss of an electricity, etc), if a commercial-size generator can be ordered and delivered with a single phone call, that is PRICELESS. It does not take long for a large retailer or grocery store with a freezer full of meat to realize they need power on an emergency basis. We help our client connect quickly with potential and current customers so they can be superheroes in tricky situations!
Reporting & Accountability: At the beginning of this project, we only had a single contact person to send calls to. After reviewing our documentation and listening to our recommendations, our client agreed to provide us with a 2nd and 3rd person to contact. This improved their ability to provide quality customer service after hours.