Measures to service customers had, ironically, only escalated the number of complaints. Colt s aim was improved customer service. An interactive voice response system. Ready . . . . Colt has been producing weapons since 1836, but only three years ago implemented an operational customer support center.
Agents assist callers with warranty information, catalog mailings and order taking.
That is why we re not using the center to drive sales. With an ACD from NEC America up and running, agents were receiving calls, but complaints started streaming in when customers were forced to wait in long queues. We had asked NEC for a similar solution a year before, but at that point it was a custom-made product. When NEC came to us with QueWorx, we immediately agreed to be a beta site. The IVR applications, which are built on Edify s Electronic Workstation application development and runtime platform, give callers real-time queue information and choices including the option to receive a callback from a customer service representative if they do not want to wait on hold.