Pronto Call Center Wins 100% of Client's Outsourced Calls

CLIENT: 

A major financial services company.

ISSUE:

This client has stores nationwide and required seamless communication with callers in both English and Spanish, 24/7/365 for customer services, application processing, and store information.  They needed an effective method for initiating the loan application process and routing this information to the appropriate store.  Fragmented routing of these calls prohibited their ability to obtain the data they required to manage their business effectively.  Communication of critical issues needed to be immediate 24/7/365 to appropriate management personnel.

SOLUTION:

Because over 70% of Pronto’s agents are certified bilingual in Spanish/English, we are able to address their language needs.  Secondly, Pronto developed scripting that allowed us to obtain the pertinent loan application information, as well as answer questions related to their business, increasing the uniformity of their customer calls.

In addition, Pronto developed over a dozen reports which allow the client to track and trend their performance by individual store, regional manager, state, and individual employee.

OUTCOME:

The Pronto Solution allows our client to respond to customer concerns within minutes, increasing customer satisfaction.   The client has grown from having 50% of their  outsourced call center business handled by Pronto to 100% of their outsourced call center business handled by Pronto in 2009. .