How A Call Center Helped the Federal Government

December 3, 2019
Share This Post
Share on facebook
Share on twitter
Share on linkedin
Share on pinterest

Problem

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.

Solution

  • 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.

More To Explore

Partner with Ansafone!

Learn more about our full array of CONTACT CENTER SERVICES to match your business needs.

Ansafone can increase your call center performance and efficiency, lower operational costs, and create new sales opportunities for your business. We are ready to support your customer support outsourcing and be an extension of your brand!
01.
Competitive advantage by increasing consumer awareness of your brand.
02.
Improving your retail customer service engagement levels and
03.
Extending the reach and effectiveness of your customer outreach programs

Fill Out for Free Quote!

Download Case Study PDF

Subscribe to receive more blog articles