To provide Omni channel customer support and add value to their customer experience, Smart Center needed a state of the art call center software. Allowing them to automate processes and services and ensure business KPI’s were met.
Smart Center is one of Mexico’s most recognized outsourcing companies. It offers contact center and business services to various sectors which include Insurance, Bank, Government, public services, and NGO’s to mention a few.
After implementing Enghouse solutions, the company has maximized the efficiency of its services. In addition, integrating the different contact channels, allowed the agents to maintain the context of all interactions. And now have all business data available on a single platform. Therefore, maximizing productivity and managing contacts more effectively.
With this platform transformation and the implementation of a state of the art call center software, the company has accomplished its objectives:
- Service levels of 93%
- Abandonment rates droped to below 5%
- Increase in sales by more than 200%
Download the success story and learn how Smart Center managed to accelerate its transformation and achieve these results.