AfterMarket Picks Front Range for Call Center Troubleshooting

Share this content:
The AfterMarket Co., a teleservices provider, is incorporating an automated problem-notification system into its contact centers in an effort to reduce abandoned calls and decrease costs.

The system, created by FrontRange Solutions Inc., Colorado Springs, CO, automatically alerts the appropriate staff when it is informed of a problem. The value of the deal, announced Wednesday, was not disclosed.

When the system receives e-mail from call center staff about technical trouble, it automatically e-mails and pages needed personnel and provides background information. If the problem is not corrected within a predetermined time period, the system notifies higher-level staff. The system also has the ability to send technical staff real-time updates on the problem and to record corrective actions taken for later analysis.

Calls come into AfterMarket call centers through more than 9,000 unique toll-free numbers. The intricate system is useful for customizing order entry screens and tracking response rates in direct marketing tests, but abandoned calls can occur when there is a problem with a phone company or in the company's own equipment and software, AfterMarket said. The company said it expects the system to minimize such problems.

AfterMarket operates two call centers in Phoenix staffed by more than 700 agents.


Next Article in Marketing Strategy

Sign up to our newsletters

Company of the Week

Since 1985, Melissa has helped thousands of companies clean, correct and complete contact data to better target and communicate with their customers. We offer a full spectrum of data quality solutions, including global address, phone, email, and name validation, identify verification - available for batch or real-time processes, in the Cloud or on-premise. Our service bureau provides dedupe, email/phone append and geographic/demographic append services for better targeting and insight. For direct mailers, Melissa offers easy-to-use address management/postal software, list hygiene services and 100s of specialty mailing lists - all with competitive pricing and excellent customer service.

Find out more here »

Career Center

Check out hundreds of exciting professional opportunities available on DMN's Career Center.  
Explore careers in digital marketing, sales, eCommerce, marketing communications, IT, data strategies, and much more. And don't forget to update your resume so employers can contact you privately about job opportunities.

>>Click Here

Relive the 2017 Marketing Hall of Femme

Click the image above