When winter hits with sub-zero temperatures, AAA Michigan knows its call centers will get pounded by stranded motorists out of gas, looking for a jump start, or in need of a tow out of a snow bank. But it’s got it all under control.
A recently published case study explains how AAA Michigan manages to stay on top of the eight million calls it receives each year using a real-time data reporting system from Inova Solutions. With this system, the workforce at AAA Michigan’s command center can quickly see real-time call data, and make adjustments to help them get motorists to their destination.
Prior to implementing the Inova system, AAA Michigan’s sizeable staff of 900 agents, housed in three call center location, were often overwhelmed by the calls that poured in. The organization’s automatic call distributor (ACD) was not providing real-time call data, so the command center was left scrambling when call volume increased.
Inova Solutions worked with AAA Michigan to develop a real-time data reporting and digital signage solution. With the new solution, call managers need only glance at a monitor to find out how many calls are in queue, and how many staff are currently online.
If calls start piling up and go above a defined threshold, the system sends an alert to managers who can then route calls to available skill groups and staff in other call center locations. AAA Michigan can also keep an eye on service levels and make operational adjustments as needed.
“The views use work really well for us,” said AAA Michigan Workforce Manager Unnati Patel. “The display alerts us to struggling skill sets, helps us maintain correct staffing levels for each skill set, and lets us know when to start pulling the necessary triggers to get assistance.”
With its Inova system, AAA Michigan reported a 5% improvement in service levels. That figure may seem low, but considering the millions of calls it receives, that’s a lot of motorists being helped.
If you run a call center or your business has a call center department to handle orders and/or offer customer service, a real-time data reporting solution is invaluable. Real-time data such as calls in queue, average call handle time, average waiting time, and type of call, can help your business improve efficiency and ensure your customers receive timely assistance.
You can read the full case study of AAA Michigan and Inova Solutions here.
(Photo credit – pixelwhip)
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