Case StudiesPersonalized Directory Assistance ProviderA leading provider of personalized directory assistance and information services operates multiple call centers where its representatives provide everything from phone numbers to movie listings, restaurant reservations and real-time navigation services.
As demand increased for the company’s services, so did the average talk time per call. This created unwanted customer service delays because the company’s call centers did not have the bandwidth or technology to handle and to prioritize calls, and to access vital information.
Structured’s SolutionStructured started by providing our client with advanced bandwidth management controls. Packeteer’s PacketShaper bandwidth management application allows the company to define which applications receive the highest bandwidth priority.
Structured also increased the connectivity capacity of the company’s network. Structured used Extreme Networks Black Diamond and Alpine 3808 10/100 gigabit switches. Extreme’s switches greatly increased the network’s connectivity levels, enhancing each call center’s ability to access critical information.
ResultsIn the call center world, increased talk time adds to the cost per call. Structured’s technology solutions improved data access time by two and one half seconds, increasing each call center’s ability to access critical information and cutting call times by the same amount. With the call volumes our client handles each day, those savings add up fast.
Furthermore, the decreased talk times have increased customer satisfaction. The market for telephone directory assistance is highly competitive (there were more than 6 billion information requests in 2006), and happy customers come back. The solution has also made each representative more productive, which means the company can handle more calls without having to add more customer representatives.