Styles

Template

Small Services Company

20 Agents
  • project info image
    icon

    Original Systems

    • Netvox - VOIP Phone Service
    • HubSpot CRM
  • project info image
    icon

    Business Challenges

    • No routing - calls group ring all agents resulting in high transfer rates and low FCR rates
    • Less personalized experiences and longer AHT due to no CRM integration for customer context and history per interaction
    • Losing track of complete comprehensive contact center, causing inefficiencies
  • project info image
    icon

    Current Systems

    • Genesys Cloud CX
    • HubSpot CRM
    • Skill-based routing
    • Call recording
    • CRM integration
    • HubSpot iFramed into script
  • project info image
    icon

    Outcomes

    • Skill-based routing enabled for faster call resolution times and increased FCR rates
    • Call recording enabled with with transcriptions to help identify key moments in recordings
    • HubSpot integration enabled for agent scripts for quick customer history viewing for more personalized CX
    • Improved reporting capabilities to identify new KPIs for constant CC improvement
    • Groundwork for future call center technology adoption

Savings Calculator

Please fill your information in fields below

* This field is mandatory
* This field is mandatory
* This field is mandatory
* This field is mandatory

Yes I would like to receive email from Star Telecom about the latest in technology news, white papers, webcasts, events and more. Please check to subscribe. You may opt out at any time

PRIVACY STATEMENT: Please note we will never sell, rent or loan your email address to any outside company or organization.