When the federal government funded program offering rebates for consumers who purchased new energy-efficient appliances, a national call center was needed to manage the $35-million program’s customer service and support. The hotline would be required to manage a high volume of in-coming calls from consumers with general questions about the rebate program, such as how to qualify, where to submit the appropriate purchase documentation and more.
Search for a Solution
The federal agency needed an experienced call center solution that would not only have the capacity to handle large call volume, but also provide trained agents who could deliver a high level of customer service. A partner would also need to have the appropriate technologies, core capabilities, and management practices in place to support the energy rebate program.
- Ansafone quickly developed a comprehensive agent training curriculum to standardize the knowledgebase understandings, performance and service level expectations for the program.
- A dedicated account management team was assigned to regularly review customer support levels, call volume trending, program modifications, customer inquiries and service level attainment.
- Real-time reporting was created to display call trends and rebate adoption rates.
- Ansafone integrated with the agency’s CRM system in order to deliver a digital record of 100 percent of calls and consumer interactions.
Results & Benefits
Ansafone provided a cost-effective solution that maximized the use of technology, including IVR and skill set call routing with live agents to provide call efficiency.
Ansafone shortened call transaction times, exceeding the agency’s service goals and performance and budget objectives.
Ansafone handled more than 30,000 calls in the first month by successfully creating call flows to achieve a nearly 90 percent service level.