Call
Center
MITEM software has been deployed
in many high-volume call center environments across
myriad different industries that include public utilities,
catalog, retail, insurance and other financial services.
Many of these customers, who were looking to preserve
their investments in legacy systems, selected MITEM
over standard CRM packages because their systems already
held the exact functionality they needed, but required
improvements to the end-user workflow.
Enhancing
Legacy Systems
MITEM has
built dozens of high-volume, call center applications
that provide a logical sequence of information that
solves the problem of inconsistent and redundant screen
flow. MitemView
pulls customer data from legacy
systems and other disparate back-end systems and
presents it to the client in a Windows, HTML or Macromedia
Flash environment. This composite application eliminates
the need for customer service representatives to laboriously
access dozens of screens of information, one by one,
to answer a customer inquiry - service reps can now
access all the customer information they need with just
a few mouse clicks.
MITEM's solutions
are designed to address some of the most pressing issues
facing call center operations including:
- Optimizing each interaction with immediate access
to comprehensive customer information - from
any system(s) while leveraging existing legacy assets
- Significantly reducing training time for permanent
and seasonal CSRs
- Enabling consistent customer service across all
communication channels, including telephone, the Web,
email, fax, text-based chat, and voice over IP.
Creating
Efficiencies/Reducing Costs
MITEM's customers have reported operational
improvements that include cost reductions and increased
agent efficiency. For example, a prominent catalog company
has reported call center improvements which include:
- Reduced training costs by up to 75% when old green
screen terminal windows were converted to an intelligent
graphical user interface
- Average call handle time reduced by 10 to 20%
- Increased service sales by 40%
- Reduction of hand-offs and call transfers by 35%
See Customer
Service Framework by MITEM for a solution
tailored specifically to the public utility call center
environment.
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