HOP Energy Case Study
HOP Energy Improve Service Levels, Productivity, and Analytics to Drive Insight-based Decisions using Cloud Call Center Solutions, Unified Communications and Workforce Management Solutions.
The company struggled to meet Service Level Agreement KPIs for answering calls, and was challenged by staffing issues. A unified communications solution and workforce management suite were required to improve customer experiences and reduce costs.
The Evolve IP unified communication solution provided visibility and reporting with sophisticated call recoding capabilities. Coupled with the Monet WFM solution, HOP Energy gained measurable improvements for both customers and for HOP Energy’s bottom line.
• Unified Communications as a Service
• Cloud Contact Center
• Workforce Management Solution
• Ability to manage all call centers as a single organization
• Greater insight into business demands and staffing needs
• Drastic reduction in call answer speeds
• Call abandonment rate reduced to approximately 33% of previous