Our client is a prestigious university with high enrollment rates. Before Call Center Studio, they used to outsource their call center operations. However, the company wasn’t able to address the high demand during peak seasons such as registration/enrollment and exam periods.

The client also had a chat platform operating on Adobe to help decrease call traffic by navigating students to chat services. However, Adobe’s infrastructure requires updates from all end-users, which actually complicated things even further.

Eventually, students would experience trouble with the chat service and end up calling the university’s call center. The chat system was also unable to direct the students to the correct representative. Thus, the call center agents were overwhelmed with all the chat-related calls when they already had their plates full.

Call Center Studio exceeded expectations by using ICR to solve the problems, providing the university with a huge efficiency boost.

Our client is one of the regional leaders within the e-commerce industry and wanted to remain anonymous for this case study. Despite having an expanded call center team, they were challenged to manage their increasing traffic during Black Friday. Increasing the number of agents was just insufficient, costly, and not sustainable.

To better manage the increasing call volume, reduce agents’ stress and decrease customer complaints in the most efficient and effective way, the client needed a chatbot that would understand customer requests and provide solution.

As a solution, Call Center Studio designed a Chatbot using Google’s Dialogflow to automatically handle repetitive requests.

In the modern world, call centers remain one of the most challenging places to work in. They have very high turnover rates, usually low employee satisfaction, and are regarded as a cost center by most executives.

The ongoing pandemic has had a major effect on how businesses operate, including call centers. It forced many offices to close down and created pressure to switch to a work-from-home (WFH) environment. There is no saying if this “new normal” is here for good, but many businesses have already decided to cultivate WFH while some are still struggling.

So, how can you manage your team effectively in one of the most challenging environments under the pressures of digitalization, remote work, and customer demands?

Download this Success Kit to discover how to improve your Call Center.