Call Volume Streamlined for DC Government Agency
A Washington DC government agency faced a situation of receiving too many incoming calls and found it difficult to respond to all of them efficiently with correct data.
Our Solution
Pivotal Leap integrated the IVR platform with Salesforce.
- Agents receiving calls now had a screen pop up that included the relevant data, including: name of caller, address, caller’s previous history and conversations, and telephone number
- Each call was recorded and a transcript was stored in a server
Result
- This government organization is able to maintain transparency and return to calls received. As a result, their service rating increased drastically and the team efficiency also increased.