E-Learning Case Study - Inktel Contact Center Solutions

E-Learning

Client

One of the first statewide Internet-based public high schools in the United States.

Today, this Inktel Client is available in every state and 67 countries.

%

Increase in key service levels

%

Reduced handle time

%

Increased Annual Revenue

Need

  • Client was looking for a customer service partner to handle 40% growth each year.
  • Flexible contact center technology infrastructure.
  • Multi-channel capabilities across voice, social, chat, and email were required to interact with students while proactively increasing satisfaction and targeting 90%+ first call resolution.

 

 

Results

  • Cutting edge technology supporting world-class customer service.
  • Continuous engagement across several communication platforms.
  • Reduction in Average Handle Time (AHT) & improvement in key service levels (SLAs)

Solution

  • Inktel provided customized solutions for their contact center and developed technological capabilities such as data analytics, reporting, knowledge base, client visibility, and student satisfaction.
  • Multi-Channel Customer Management: Our multilingual inbound contact center solutions provided Client with superior customer satisfaction. Our agent specialists handled questions, concerns and information requests through all required channels.
  • Call Center Technology: Our Automated Call Distribution (ACD) system effectively greeted and routed all callers to the appropriate program for specific call handling. With Client-sourced CRMs and our custom data management system, Inktel effectively provided solutions to customer concerns. Call wait times and abandoned calls were eliminated.
  • Data Management: Our custom CRM application allowed our agents and the Client to track all steps in the communication process and document any inquiries. Data could efficiently be flagged for follow-up, which decreased the amount of time needed to provide participants with the information they required. Inktel’s real-time, web-based reporting application displays call center metrics including abandonment rates, service level, average handle time and call volume for remote dashboard access.

Reach Us

Let’s connect and find out how Inktel creates world-class interactions

Inktel Headquarters

8200 NW 33rd St,
Miami, FL 33122
Suite #100

(305) 523-1100

 

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