Ricoh is one of the finest IT organizations in the IT sector. Being in the service sector, one of their key jobs was to provide excellent customer support. They needed a platform for resolving customer queries and providing customer support. Further they wanted previous data to help train future employees.
IT industry is a combination of IT services and Business Processing Outsourcing (BPO). Providing customers quick and effective support plays a major role in customer retention in this huge, high growth industry.
Therefore, Ricoh needed a virtual number along with a call management system which could help them track their customer calls and provide a complete database of their callers.
MyOperator provided Ricoh with a virtual number which enabled them to map agents to various departments. Calls were routed to the the right agent which helped resolve queries more productively.
Ricoh enjoyed the following benefits:
- Analyze agents’ performance on calls through call recording.
- Follow up with missed support calls.
- Handle high call volume using IVR.
Managing inbound calls has become easier with the implementation of Myoperator. This has further led to an increase in inbound customer conversion. It also helps in retaining customers better.