ExtremeTix Customer Spotlight - NICE inContact


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Customer Spotlight

EXTREMETIX

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Business Continuity in the Face of a Hurricane As ExtremeTix’s ticketing service business grew, they realized they needed to put a full-blown call center in place. While it was the power of the cloud that initially attracted their attention to the inContact solutions, it was the business continuity the company provided that made all the difference. Through its portfolio of cloud-

»optimize call center efficiency, »reduce call center staffing requirements, »improve call center management, »increase customer and client satisfaction, »and enjoy the business continuity it needed even after Hurricane Ike forced the company out of its building based contact center solutions, inContact helped ExtremeTix

for over two weeks.

Continued Business Service

Business Ticketing service provider extremetix.com

Challenges

••Aging legacy hardware ••Business continuity ••Disaster response ••Call center efficiency ••Remote management ••Customer service ••Client satisfaction

ExtremeTix had yet to implement inContact when Hurricane Ike hit Houston in September 2008. But when the storm took out the ticketing service provider’s power and phones lines and forced all of their people out of the building, ExtremeTix knew that its business survival depended on getting its call center up and running as fast as it could. Unfortunately, without power, dial tone, and access to its facility, ExtremeTix’s onpremise legacy call center solution was no help. As a result, ExtremeTix called inContact to see what they could to do to help out. “The response from inContact was just fantastic,” says Mike Hergert, Chief Technology Officer for ExtremeTix. “They were ready to do whatever it took to make us successful. They understood what we were facing and were quick to make things happen. As we scrambled to find a location with power and Internet that we could work from, inContact was up and running before we were even ready.”

••No hardware or infrastructure investment

Once ExtremeTix found a hotel conference room with power and Internet, they were immediately able to start taking calls on inContact. For those employees that had to leave Houston or weren’t able to make it to the hotel conference room, inContact also allowed ExtremeTix to keep them working as well.

••Improved call center management ••Reduced call times ••Increased efficiency ••Lower headcount and operational expense ••Higher service levels ••Higher customer and client satisfaction ••Greater business success

“That’s where the whole strength of the inContact SaaS (Software-as-aService) solution came into play,” Hergert says. “We were able to work from the hotel. We had some people working from their homes and others from their cell phones. We even set up a few cubicles in our data center. We were all over the place using all kinds of different equipment, but with inContact it took no effort to set up another agent and phone wherever our people were. Once we had them online, they were taking calls in no time.”

Results

••Quick, easy and flexible service access ••Continued uptime even after Hurricane Ike forced them from their building or deployment

One of the reasons that inContact was able to get ExtremeTix back in business so fast was that as a SaaS solution there was no need to put in any phone switches, deploy servers, or implement any kind of technical

infrastructure. “We were able to hand off everything to inContact with no worries or fuss,” Hergert says. “inContact took care of everything. And the fact that inContact itself employs redundant systems, assures us that they can deliver the business continuity we need. That was another big differentiator between inContact and the other offerings we looked at.”

“inContact has enabled us to reduce our call handle times, operate with fewer agents, and save the company a lot of money.” Mike Chapa Call Center Manager ExtremeTix Optimized Contact Center Management In addition to the business continuity and comprehensive feature set that inContact provides, the solution enables ExtremeTix to better manage its team of call center agents. It enables the company to remotely monitor and track what agents are doing, how many agents are logged on, what state they’re in, how many people are waiting in the queue and how long they’ve been there. Also, with its call recording and agent grading capability, inContact gives ExtremeTix a fully documented trail on each individual agent’s performance, which makes it easier to correct or reward agent behavior. The ability to better manage performance has resulted in greater call center efficiencies for ExtremeTix that has allowed them to run with two less agents, saving them at about $52,000 a year. “inContact gives us a lot more control over our call center team,” says Mike Chapa, Call Center Manager at ExtremeTix. “Even when I’m not in the office, I can remotely monitor what they’re doing, grade them, see their call handle times, and verify their adherence to policies. It has really allowed me and my team to be more efficient. As a result, inContact has enabled us to reduce our call handle times, operate with fewer agents, and save the company a lot of money.” The greater ability to manage and monitor performance also helps ExtremeTix see how effective their training is or if additional training is needed in certain areas. As agents are trained on different sales techniques, ExtremeTix can see how

866.965.SaaS (7227) | inContact.com

much their transactions per hour rise. Likewise, when training its agents on call handling, ExtremeTix can see whether or not call handle times go down. “inContact makes my job so much easier,” Chapa says. “It lets me see exactly what’s happening, know if what we’re doing is working and how to make things better.”

Enhanced Levels of Service The management, recording and reporting tools provided by inContact not only increase overall call center efficiency for ExtremeTix, but they enable the ticket service provider to enhance their customers’ call experience as well. “For one reason or another, a lot of call centers simply don’t provide very good service,” Chapa says. “But we strive to provide a high level of service, higher than what even some of the larger ticketing agencies provide. We want our clients to have the confidence that no matter what happens, we’ll always have somebody there to answer when their customers call. inContact has allowed us to do that.” “The primary thrust of our business is to provide a level of service that makes our clients successful with their ticketing,” Hergert says. “When we help them to be more successful, we become more valuable to them and they’ll continue to stay with us. inContact plays a key role in that success and it expands our ability to offer our clients even more capability from personalized numbers, outbound dialing to voice prompting. It has everything we need and more.”

“It’s been a huge advantage for us to move to inContact’s full-featured, in the cloud call center solution.” Mike Hergert Chief Technology Officer ExtremeTix The success that ExtremeTix has experienced not only stems from what the inContact solution has provided, but it also stems from the level of service it has received from inContact the company. “inContact has been willing to do whatever it takes to make us successful,” Hergert says. “inContact has done a phenomenal job as a service organization. They provided everything they said they could provide. It’s been a very positive relationship and we feel great about the service and value we receive from our investment in the inContact service.”

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