A Hearing Aid Williams Communications Solutions is a nationwide provider of equipment and multimedia integration services for data, voice and video, and has three departments that handle customer calls. The Alarm Group monitors Nortel systems throughout the United States, and if a switch has problems, an alarm sounds in the Houston center. This alarm alerts staff to potential problems so they can immediately begin isolating the cause and implementing a solution. Alarms are quieted quickly, often before the customer site even knows there is a problem. The NASS agents receive calls from customers requesting service for moves, adds or change orders for their telephone equipment.
Many companies install monitoring and recording devices to track customer orders.
Adding new equipment, especially one that tracks every word and action, can be intimidating for call center agents. Realizing agents might react negatively to monitoring procedures, Williams took the time to educate agents on how the monitoring sessions would be handled. We presented the new system to them, telling them that we were going to record their conversations and then play them back. It has made the agents aware that they have to be proficient at all times. For Williams, vendor selection hinged on ease of implementation.