The Kennion Group – Call Center and Remote Workers

Objective:
To customize the callers experience and report on the efficiency of remote workers.

Situation:
The Kennion Group was moving to a new location. Their legacy PBX had worked well, but it was expensive and administration was clumsy. The Kennion Group administers health care plans for large companies. Kennion’s direct customer was the company, but their calls came from their indirect customer, the thousands of employees who had health benefits and worked at those companies. Hal, the owner, was concerned about two things. First, increase the quality of the callers’ experience. Second, low employment rates and the cost of office space made sense for call center agents to work from home. But, he needed tools to insure that quantity and quality was maintained. Sandy, the IT manager, was also trying to reduce their reliance on their PBX vendor to decrease cost and increase turnaround times.

Resolution:
Blue Ocean’s solution was to implement the Interactive Intelligence EIC IP-PBX. The EIC allowed the remote worker /call center agents to be queued to make and receive calls just as if they were in the office, including call monitoring, call recording, agent help, and live statistical reporting. Each of Kennion’s customers enjoyed a unique calling experience, with their own unique auto attendant, unique music on hold, and unique queuing messages, allowing each caller’s experience to emulate that of calling their own employers health benefits department. Sandy also found the management of the system much easier, allowing her to make changes that before would have taken days or weeks, and at a fraction of the cost. The overall outcome was a win/win/win for Kennion/Kennion’s Customer/and Blue Ocean.