Call Center Services Featured Article

AAA Michigan's Command Center Pleased with Inova's Real-Time Solution

Faced with an overwhelming call load and the need to access real-time queue metrics, AAA Michigan reached out to Inova (News - Alert) Solutions – a real-time contact center data reporting company and a provider of communication solutions that help call centers and others communicate vital, real-time information – to help its command center implement a real-time data reporting and digital signage.

 

The customer service call centers at AAA Michigan rely on the Dearborn, Michigan-based command center to manage call volume and maintain staffing levels. The command center typically routes eight million incoming calls every year to 900 agents in three call center locations. However, when the group realized their Avaya (News - Alert) switches were failing to provide the visibility that was required to run efficiently, they reached out to Inova for assistance.

 

Inova’s real-time reporting solution has worked wonders, keeping managers up-to-date on current operational conditions, including the number of calls in queue and real-time staffing levels. Managers are now able to more efficiently route calls and manage technology and HR.

 

“The views we use work really well for us,” said AAA Michigan Workforce Manager Unnati Patel in a release. “The display alerts us to struggling skill sets, helps us maintain correct staffing levels for each skill set, and lets us know when to start pulling the necessary triggers to get assistance.”

 

Since the implementation of the Inova solution, command center officials say they have seen a five percent improvement in service level.

 

In related news, Inova has partnered with Four Winds Interactive, a digital signage software company, to bring to market a superior digital signage solution designed specifically for contact centers.

 

Mini Swamy is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.

Edited by John Lahtinen