Comprehensive understanding offers endless possibilities
From the beginning, New Vitality had decided to manage their inbound customer calls in-house. As the business and the number of customers began to grow, however, they struggled to effectively manage the volume of calls. Quality customer service was a top priority, but their staff struggled to maintain fast-paced operations without compromising their customer care.
Expanding their physical call center was too costly and available labor pools were limited, so the company decided to outsource their calls to multiple carriers. As business continued to grow and new outsourcing partners were added, New Vitality began experiencing issues with call distribution and struggled to offer wait times that met their standards.
With a number of outsourced call partners and their own in-house call center, the company was unable to view and manage the calls coming in. Unable to see the big picture, management blindly assigned the call distribution flows. Some locations were overwhelmed with the number of calls received, forcing customers to experience frustrating wait times, while others received a call volume below their threshold.
Customer service quality was suffering and New Vitality was struggling to find a solution that worked.
To best solve the issues they were facing, the company knew they needed a contact center solution that would offer reporting and analyzation capabilities, giving them the information they needed to efficiently distribute their calls. They also needed a provider that allowed them to automate their call distribution based on preconfigured rules. Additionally, the ideal solution needed to have an easy-to-use interface to offer a seamless experience for every user throughout their call centers.
“We looked at a few competitors and the one thing that really separated Connect First was how user-friendly the platform performed in all trials. We found many of the competitor options very confusing, and there are so many people involved with this process and making changes that simplicity and ease-of-use were priority factors in the selection process," said Mike Penn, Director of Sales and Customer Service, New Vitality.
New Vitality knew exactly what they needed and they found it in Connect First’s flexible, cloud-based contact center platform, which could be customized to fit their specific requirements. With access to a comprehensive view of their calls and the tools they needed, they improved their contact center management while continuing to grow.
When selecting Connect First, New Vitality also gained access to their cloud routing solution. Using the solution in conjunction with their max/concurrent feature, they were able to track call activity and use this data to create thresholds for routing in the event of spikes in call volume.