Location: San José, Costa Rica.
MATRA is a Costarican company with more than 60 years in the market. It offers construction equipment, for agriculture and transportation with brands like Caterpillar, John Deere and Mack. The company has a customer service center and wanted to improve the abandoned call.
Decrease the abandoned calls rate,
currently 12%, that translates into missed business opportunities.
Altus Collaboration Suite
Pallowed data analysis like real time statistics and historical reports to determine trends.
New abandoned calls rate: 1.5%
There was an increase of 30% in business opportunities because of the better performance of agents.
This improved performance was due to a better control on agents as well as incentives implemented from the results our software provide.
The amount of answered calls doubled, with the same amount of agents. This data was provided by the company after a before and after analysis.
August 3, 2015