CRM

Application Examples

 Customer Care Center Improves Service Levels

A large federal agency dedicated to providing information and assistance to callers was experiencing low productivity and customer satisfaction.

Callers would often make literature requests and as a result, agents were spending a tremendous amount of time transcribing the caller's contact information.

Not only was this time consuming, but the agency was receiving up to 20% returned mail due to keying errors.

The call center turned to TARGUSinfo to help increase efficiencies. By instantly displaying the caller's name, address and telephone information, the agents were able to simply confirm the contact information, rather than spend time entering it.

With accurate contact information, the call center received less returned mail, which reduced its costs. And, now that every customer receives the requested literature, transaction volume has increased and customer satisfaction has improved.