A large health insurance company wanted to improve productivity and customer service at its 80-agent call center. Policyholders, as well as hospitals, HMOs and other health care providers, call the center to check on coverage, eligibility and claims. The agent receiving a call had to ask the policyholder's name and then key it in to retrieve the record from the central mainframe. By changing to ISDN PRI service with CTI equipment, the center substantially improved call handling. It then accesses the mainframe database and sends a screen pop to the agent simultaneously with the call.
Agents can provide more responsive service and handle more calls per shift.
Also, policyholders can key in queries and receive fax-back responses without involving an agent. Network downtime is costly, risks loss of customers, and can bring business operations to a halt. At a fraction of the cost of a separate leased line, ISDN service is available as needed when disaster strikes to reestablish lost communications. A financial services company relies on frame relay service to link its corporate headquarters and branch offices. Transactions must flow smoothly and without interruption in order to keep pace with business and not lose sales to competitors.