Company Overview:
This company is the global leader in life science laboratory
products distribution.
Purpose:
With over 400,000 products and over 500,000 shipping customers,
meeting this target service level with desired quality standards
was overwhelming this company's contact centers.
Business Objectives:
- Improve contact center operational and financial
performance.
- Increase service levels to customers.
The Solutions:
- Virtual contact center across multiple sites with intelligent
call routing.
- New contact center agent desktop integrating data across
multiple client business systems.
- Multi-channel enablement for voice calls and emails all routed
to properly skilled agents.
- 24x7 support and monitoring including single point of contact
for cross-vendor interfaces.
The Process:
- Customer service process redesign.
- Contact center architecture design including leverage of the
existing telephony environment.
- Evaluation and remediation of the existing ACD
configuration.
- Designed and built the new CTI desktop and other information
systems.
- Improved human resource management and workforce
optimization.
Results:
- Improved the customer experience, agent utilization and
accuracy of reporting while providing a more readily maintainable
environment.
- The client developed internal capacity and capability for more
robust level 1 support.
- Overall uptime of the solution improved due to the breadth and
depth of eLoyalty support skills, leveraging lessons learned from
other clients, prior experience and vendor relationships.
