Growth on the horizon
ViaSource was experiencing an evolution: business was growing rapidly and needs were changing almost daily.
One workflow in desperate need of an update was ViaSource’s call routing system.
The existing process included a high margin for human error, with a fair amount of manual inputting of customer data, time-consuming transfers between agents and product specialists, and a costly per-call transfer fee.
Meeting their needs to scale
ViaSource knew they couldn’t expect to scale successfully with such a faulty, antiquated system.
Their immediate need was for a platform that would address their contact center issues. But they were also looking for a company that was invested in a customer-centric approach who had a team of knowledgeable technical professionals and savvy account managers who could help them execute all of their operational goals.
ViaSource found a match for their needs in Connect First. From the outset, the contact center software company’s team engaged closely with ViaSource, taking great care to thoroughly understand ViaSource’s needs and requirements.
Connect First was able to quickly devised an effective strategy to integrate existing systems, combat data entry issues, streamline and automate ViaSource’s existing workflows, and capture important call data from abandoned callers.
They built a custom front-end IVR for easy automation, ensuring all calls were successfully captured and documented. The IVR automatically accessed ViaSource’s third-party system for patient ID information and inserted the information into the agent’s survey, eliminating the need for button-clicking, verbal confirmations, and manual entries.