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.
