A couple weeks ago, I shared with you examples of how real call centers are utilizing the Inova Solutions reporting system. By popular request, here are a few more examples.

1. A leading online education company came to us because they want wanted to change the culture of their admissions department to emulate that of a high performance call center. They realized that with the rapid growth of online education comes an equally rapid increase in competition. Every delayed or abandoned call from a prospective student could lead that student to call a competing company.

Our LED and desktop solutions allow 700+ admissions advisers to be aware of queue conditions so that they can manage their time most effectively. The result is a reduction in average speed of answer and therefore abandoned calls, and a corresponding increase in new student enrollment.

2. The payroll department at a major player in the retail industry came to Inova because they wanted to leverage the call statistics captured in their new Avaya phone system. The call center needed a way to optimize productivity without adding headcount. They implemented the Inova LightLink system with an interface to Avaya CMS with statistics and alerts output to OnTrack LED wallboards.

The initial small system was so successful that the company has since more than quadrupled the number of Inova OnTrack displays and expanded the Inova system to optimize the benefits department by enabling “management by exception” and employee empowerment.

3. A health care company came to Inova with two goals. First, to present a professional and proactive image to visiting and prospective clients to demonstrate that the company invests in leading technology in order to provide a high level of service and customer satisfaction. Second, the center hoped to reduce average handle time while maintaining service levels.

These goals were accomplished by providing call center agents and managers with real-time information regarding queue conditions, supporting information, and trigger-based messages that guide optimal work processes.

The company deployed the Inova LightLink and Broadcaster digital signage system in its call center. Our LightLink middleware captures and monitors real-time and historical information from the telecom system. This information is displayed graphically on large screen LCD monitors along with ad-hoc and threshold messages and multimedia content such as graphics, flash presentations, logos, etc.

4. Another health care institution came to us when they were contending for a prestigious industry award which requires visual notification of call center status to agents. Additionally, with the emergence of social networking and internet sites that rate patient experience, the institution wanted to ensure positive reviews by providing excellent customer service for patients calling the appointment and billing centers.

They also hoped to improve resource utilization, and therefore revenue, throughout their system by using visual displays to alert schedulers to the availability of same day appointments in different facilities.

They initially deployed the LightLink system with real-time statistics and alerts on four OnTrack LED displays. After achieving positive results, they added five more LED displays as well as informational RSS feeds.

Curious how Inova’s real-time reporting solutions can help your call center? Send me a note and I’ll be happy to discuss!

At Inova Solutions, we hear stories every day about how customers are successfully utilizing our real-time reporting solutions to solve their operational problems. Thought we’d share a few with you. (I’ve omitted the companies’ names for privacy purposes.)

1. One of our customers is a major player in the financial services industry and a longtime Inova customer. They utilize our agent desktop application in one of their business units.  They had previously been using Lotus Notes for sending messages to the agents, which they replaced with Inova Marquee. They did a test to compare the effectiveness of each messaging system, and the group using Inova Marquee for messaging achieved 75% compliance in four minutes, while the Lotus Notes group took 18 minutes to achieve the same compliance level.

This company sees such value in our system that they plan to add another 2500 desktop applications this year.

2. Another one of our customers is in the healthcare industry, and sought out Inova Solutions to capture and consolidate real-time information from their ACD and help desk systems. They utilize four output formats:

• Multi-media output to four large screen monitors via Inova Broadcaster.
• An XML file to allow statistics or text to be posted on their company intranet.
• Inova Marquee for statistics to be displayed on desktops.
• Email output channel for special alerts.

This is designed to relieve the Help Desk of repetitive calls by posting system outage info to the company’s intranet. This improved Help Desk Service Level for mission-critical applications. It also provided consolidated information from multiple systems to aid in management decisions.

3. A company that specializes in business outsourcing came to us because they were growing and adding more agents and clients. The ability to manage agent adherence in real time was critical to moving forward with productive growth.

We recommended our Broadcaster and Performance Tracker applications, which pull call statistics from multiple Avaya switches as well as Oracle Call Center Anywhere and their internal database. Inova then displays this data on flexible dashboards and large screen displays in their command center.

The Broadcaster screens alert workforce managers to problem areas and the Performance Tracker dashboard allows them to drill down to view more detail and isolate the issue. This allows workforce managers to address adherence and service level issues proactively and improve their own productivity by managing by exception.

4. Another prominent Inova customer is an innovator in outsourced contact management solutions. The goals of their call center automation project were to dramatically reduce costs by eliminating a costly manual alert process between HQ, WFM, and call centers, and to enable cost reduction via offshore monitoring and communication tools.

This customer chose to deploy the Inova LightLink real-time reporting system in upward of six call centers. LightLink captures real-time telephony and CRM information from their Avaya, CRM, and Data Warehouse systems. An automated email system sends targeted alert and status messages based on the compiled data to workforce managers. The captured information is also monitored and displayed on large screen LCD monitors in the Command Center and on LCDs and LED displays in the call centers.

Additional benefits were:

• They leveraged previous investments in state of the art technology in telephony, CRM, and workforce management.
• They are able to centralize and standardize their operations.
• They achieved visibility across programs and call centers.
• They are now able to communicate effectively with targeted groups.
• They had the choice of different formats (LCD screen, web, mobile device, wallboard, etc.) to meet their specific needs.

These are just a few examples of our successful customers. More to come.