Over the last four years, TLCVision’s contact centre received so many voice and e-mail communications that its previous system could no longer meet the demand.
We know from experience e-mail is very lucrative for us if we can get to them in a timely manner.Tim Hill>Text“We drive a huge amount of business through our Web site. When electronic communication is landing in one system and getting transferred along, things get lost in the transition. We know from experience e-mail is very lucrative for us if we can get to them in a timely manner,” said Tim Hill, the director of TLCVision’s contact management centre. Hill needed a solution that would meet this demand and let his company’s customers contact the call centre in the medium of their choice whether it is voice or e-mail (up to 75 per cent of inquiries to the contact centre are through e-mail). Last month, the Toronto-based eye care services company that specializes in laser-eye surgery, announced it will implement Avaya IP solutions at its contact centre in Mississauga, Ont. This implementation is to help the company upgrade its telephony, meet new communications demands and improve agent efficiency. One of the solutions Hill will be implementing is Avaya’s Contact Centre Express 3.0, which is a multi-media computer telephony integration solution.
Hill said in the past, agents had to access two or more applications to get the information they needed in order to service the customer. Now his agents can get phone calls as well as e-mails all at once.
In January, the company began upgrading its contact centre’s PBX system to allow for the implementation of Contact Centre Express. Hill hopes to have the solution in place by the end of this year.
One of the big challenges, Hill said, is having the Avaya IP telephony system integrate with TLCVision’s proprietary Customer Relationship Management system.
“We have to ready that application to interface with Avaya technology so we can begin to feed the agents information in real-time [so they have a customer’s record as soon as they call],” he said.
Once implementation is complete, another challenge, Hill said, is agents will be in an environment that is more fast-paced since the flow of information will be quicker. “That sort of cultural change will take some adjustment for our agents but once they begin to see how much easier it is for them to execute their jobs I think we will get over that burden.”
The 30-agent centre, services 70 locations across North America and supports those centres with any patient pre/post operation questions, confirms appointments and provides directions to the laser eye centres.