PRESCRIBED SOLUTION: Messaging Center
IMPLEMENTATION TIMELINE: 2 Weeks
SKILLS REQUIRED: Process Optimization| System Design| Solution Support
A customer messaging center was designed to handle inbound customer queries and response within 1-5 minutes of receiving messages. The client already had a small call center to handle customer queries via telephone calls, but were receiving more calls than they could service. The system was designed to allow all sales agents access to the same window of inbound messages, without allowing more than 1 agent to access the same customer query at a time. So in a nutshell the same persons who would respond to customer queries on the phone would respond to customer messages.