Call management for IT & BPO

It & bpo

The client

Ricoh is one of the finest IT organizations in the IT sector. Being in the service sector, one of their key jobs was to provide excellent customer support. They needed a platform for resolving customer queries and providing customer support. Further they wanted previous data to help train future employees.

It & Bpo

Challenges

IT industry is a combination of IT services and Business Processing Outsourcing (BPO). Providing customers quick and effective support plays a major role in customer retention in this huge, high growth industry.

Therefore, Ricoh needed a call management system which could:

  • Track support calls.
  • Provide toll-free and virtual numbers.
  • Create a database for all their callers.

Solution and benefits

MyOperator provided Ricoh with a number which enabled them to map agents to various departments. Calls were routed to the the right agent which helped resolve queries more productively.

Ricoh enjoyed the following benefits:

  • Analyze agents’ performance on calls through call recording
  • Follow up with missed support calls
  • Handle high call volume using IVR

Some other customers using MyOperator

IT & BPO

”I, personally, took the services of VoiceTree for the first time & the experience has been quite good! This is (a) basis the communication, (and) coordination skills. Overall feedback for Voice Tree is Brilliant, however giving them a 4 star rating as there is always (a) room for improvement & consistency.”

Vice President,
The Flamingo Group