Goals for improving service

TechCare was using an Auto Attendant feature in their voice messaging system to provide callers with basic options related to trouble tickets. For instance, callers could press 1 to open a trouble ticket, 2 to find out about the status of a trouble ticket, and so forth. Based on caller responses, the MultiVantage (DEFINITY) system routed calls to agent splits.

TechCare already provided customers with access to information about trouble tickets through their website. However, customers whose systems were down, or who simply preferred phone contact, called the agents.

TechCare had these goals for improving operations:

• Focus agents on helping customers with problems, rather than looking up information and reading it to them over the phone
• Provide self-service options for customers using the phone as well as for those using the website
• Handle the same volume of calls at a lower cost
• Serve callers at a level appropriate to their value to TechCare's client company

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