Case Study

TASKE Helps Boston Reed College Become a Customer Service Graduate

Established in 1991, Boston Reed College is an educational resource provider serving California Adult Schools as well as other private and public training organizations. Their mission is to assist their training partners to provide affordable vocational training programs for the busy adult.

The growing company of 25 employees offers a multitude of instructor-led, independent and online training courses. The Boston Reed Customer Service department is kept very busy with registration and detailing course information. With the help of TASKE Contact software, the department runs smoothly and efficiently.

Prior to implementing Automatic Call Distribution (ACD) and TASKE, Boston Reed found they were unable to keep up with the number of calls arriving at their business. In fact, they were losing business because people couldn't get through to a customer service agent. According to Boston Reed President, Dana Bernard, the limitations of their phone system configuration were having a negative impact on their customer service and ability to do business.

"Basically we had twelve incoming lines and our agents picked up the phone and said, 'Boston Reed can you hold; Boston Reed can you hold; Boston Reed can you hold' and tried to help the customer before the phone rang again. It was miserable. You couldn't help but hurry the customer through and that's not good customer service."

Upon the suggestion of their dealer, Pac-West Telecomm, Boston Reed implemented an ACD system and TASKE Contact and found an immediate improvement in their call handling and call management. Says Bernard, "ACD allowed our agents to get one call at a time and not have phones ringing around them stressing them out. They weren't putting people on hold while they answered other calls, so it lessened the anxiety and the frustration of our agents so that they were able to focus on the customer. Overall the call was shorter because they weren't constantly being interrupted. It also helped the customer get the information more quickly and they had less frustration on their end."

 

(With TASKE) we know how fast we are answering the phones, how long people are on hold, how many calls are dropped; whereas before, we really had no idea.

Bernard says she is very pleased with TASKE Contact's various applications. She frequently uses TASKE Reports to monitor daily, weekly, and monthly call volumes and Telephone Service Factors, and for tracking call volume by time of day.

For monitoring purposes, the TASKE web application, where supervisors have access to real-time and historical contact center information by using the Internet, has also proven to be a great benefit to Bernard. "Earlier this year I spent two months telecommuting and I was able to use the TASKE web site to see what the agents were doing and to run reports - it was a really great way to monitor the center remotely."

Another key TASKE application, according to Bernard, is TASKE Forecasting. Boston Reed College is doing so well that business has quadrupled in the past two years. During such dramatic growth, TASKE Contact has let Bernard stay ahead of the growth, helping her determine the required number of agents and how to allot their time appropriately during seasonal volume changes. "Forecasting helps me figure out how many agents I need," says Bernard. "During the summer the volume of phone calls are a lot lighter. In the fall, when classes are starting, it is much heavier, and our agents do other things - like mailings. So it helps us to know the call volume, because when the phones are really busy we can't put any extra jobs on our agents."

I spent two months telecommuting and I was able to use the TASKE web site to see what the agents were doing... it was a really great way to monitor the center remotely.

  

Bernard is extremely happy with the call management results provided by TASKE software. She says, "TASKE allows us to have control of our call center with a high level of monitoring to know what our efficiencies are and what our outcomes are. We know how fast we are answering the phones, how long people are on hold, and how many calls are dropped. Before, we really had no idea."

 

 

This document is provided to you for informational purposes only. The information is believed by TASKE Technology to be accurate as of the date of its publication, and is subject to change without notice. TASKE Technology assumes no responsibility for any errors or omissions in this document and shall have no obligation to you as a result of having made this document available to you or based upon the information it contains. Not all telephone systems support the full functionality of TASKE Call Management Solutions. Contact TASKE Technology Inc. for more information.