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| Experience / Case Studies / NOW COMMUNICATIONS, INC. |
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NOW Communications, Inc. is a leader in the pre-paid telephone service industry dedicated to offering quality residential telephone service
Objective :
NOW Communication’s objective was to significantly lower costs by outsourcing its customer support services, increase customer satisfaction and retention, and to adopt a higher level of technology to monitor its operation
Achievements :
Fusion BPO designed and developed customized real time ACD and workforce management reports. FusionBPO implemented E-Talk™, a quality assurance tool that offers both pre-scheduling and remote access for digital voice recording as well as synchronized screen captures.
In addition, a customized Auto Attendant was developed and utilized to determine the type of call before routing it to a live agent and Line of Business Codes were developed so that each call is registered in a database for NOW to identify the types of calls received on a daily basis.
Partnering with NOW Communications, Fusion BPO was able to customize a solution that offered customized technology, lowered production and operation costs, while at the same time providing quality customer service that met the needs of their customers and exceeded the expectations of NOW Communications.
Shortly after outsourcing its customer support to Fusion BPO, NOW Communications, Inc. has displayed its satisfaction with Fusion BPO by expanding the types of services supported by Fusion BPO beyond customer service.
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