Case Study

TASKE enhances client's performance through improved reporting

Guardian AlarmsDavid Labby, of Guardian Alarm, says that TASKE Contact has “paid for itself and we're just getting started. At less than a third of the cost and significantly more beneficial data than the previous product, there is simply no comparison. I would absolutely recommend this product to others.”

The largest security company in Michigan, Guardian Alarm, monitors over 90,000 alarm systems in the United States and Canada. Guardian Alarm, Guardian Guard Service and Guardian Armored Security combine to provide a total security solution. A medical monitoring division formed in 1997 quickly acquired over 15,000 clients in several states. Established in 1930, Guardian Alarm employs over 2,000 staff and is proud to be owned and operated by its founder's family.

With its large client base and the nature of the security business, Guardian Alarm's contact center operates 24/7. The 150 customer service agents in the contact center receive more than 6,000 calls per day. The incoming medical monitoring calls ring all desks simultaneously while the incoming alarm monitoring calls are routed to agents via the Avaya Definity MultiVantage G3si.

Guardian AlarmsUntil recently, Guardian Alarm used a competitor's reporting product with its telephone system. Dissatisfied with this product, Guardian Alarm discovered that TASKE Contact had become available for the Avaya telephone system. Guardian Alarm's continued positive experience with its first TASKE system, purchased in the early 1990s for a Mitel SX-200 phone switch, made the move to TASKE Contact an easy decision.

TASKE Contact quickly resolved many of the frustrations experienced with the previous product. The issues were related to the availability of historical data for performing analysis and establishing agent metrics, as well as the ability to locate specific calls in a timely manner.

With more than 6,000 calls to the contact center a day, Guardian Alarm must continually analyze call data to keep abreast of its level of customer service and to forecast future demands. The competitor's reporting product limited the logged call data to approximately 5,000 calls. This limitation meant that less than one day of historical data was available to Guardian Alarm for analysis. Because TASKE Contact logs significantly more call data, Guardian Alarm is more confident in the accuracy of the data analysis, including projections about resource requirements.

The accuracy of the data analysis helped Guardian Alarm establish metrics for evaluating agent performance. Prior to using TASKE Contact, Guardian Alarm was concerned about reports from clients of long waits in the queue. David Labby noted that, “Clients would comment on their frustration over the excessive number of rings that occurred before an agent would pick up the call. Our reports with our old system were very inadequate, which made it difficult to assess agent performance.”

In addition to the inadequate reports generated by Guardian's previous reporting product, other avenues for investigation were both time- and labor-intensive. For example, the company previously recorded and monitored all telephone activity in the contact center by having supervisors monitor their agents conversations. This method did not help to address the underlying issue of the customer complaints.

 

[TASKE has] paid for itself and we're just getting started. At less than a third of the cost and significantly more beneficial data than the previous product, there is simply no comparison. I would absolutely recommend this product to others.

Using TASKE Contact, Guardian Alarm was able to trace the cause of the long wait times. TASKE Contact proved the long wait times were due to agents not answering their phones. When Guardian Alarm was aware of this, it was able to rectify the problem. After pinpointing the considerable agent idle time, Guardian Alarm realized that labor costs were higher than necessary. Reallocation of staff based on actual call volume, rather than artificially high numbers, resulted in greater cost savings within the contact center and higher profits for the company.

Guardian Alarm is impressed with the time it has saved since using TASKE's Visualizer application. Often, the contact center must respond to requests to locate a voice recording from the telephone audio recording system. Vague call information can waste a supervisor's time looking for a phone call, given that all calls are recorded. The competitor's product provided details only about the first two responses to a call and could not provide an accurate representation of the time each resource spent on a call.

With TASKE Visualizer, “cradle-to-grave” reporting is available on every call, with in-depth searching and filtering capabilities. Supervisors at Guardian Alarm can now quickly determine the precise time of each call and the agent that handled the call, which identifies the recorder channel to use.

With TASKE Contact, Guardian Alarm is able to obtain accurate, usable data that helps minimize costs and maximize customer service through established metrics.

 

 

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.