Case Studies

Real Answers to Real-World Problems

Problem
A consulting company analyzed communications for a national homebuilder. Results showed an abandoned call rate of 33%. Another 33% of calls never received follow-up.

Solution
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Problem
A local plumbing company was caught in a dilemma. They needed a quality answering service, but had a limited budget to work with. Many of the answering services simply were not capable of providing the level of service they needed. Others ended up being too expensive.

Solution
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Problem
A consumer product distributor had been using a call center to take orders from their web site. The call center used an auto-attendant to answer the calls, and placed the callers on long holds. The operators at this center did not appear to be very familiar with the products. Many callers hung up in exasperation.

Solution
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Problem
A large commercial real estate management company was concerned about their answering service bill. The charges that had once seemed acceptable were now rising steadily–and without explanation.

Solution
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Problem
A major hospital was suffering from an acute communications problem. An important service was ineffective. The hospital staff was unable to answer the service’s line at all times. Worse, no one was available to answer calls after normal hours of operation.

Solution
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Problem
A major manufacturer of capital goods operates with a national network of dealers. When one of their clients needs service work after-hours, their answering service (Westpark) notifies the appropriate dealer by phone. However, one of their national clients needed e-mail service requests instead of phone calls.

Solution
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Problem
A start up consumer product manufacturer developed several products marketed primarily to seniors. The manufacturer is set up so that orders can only be placed on-line using the manufacturer’s Web site. The manufacturer recognized that many seniors are not Internet-capable, thereby limiting sales. However, the manufacturer did not want to invest in staffing an inbound call center.

Solution
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