Crown Disposal, a full service, solid-waste transportation company, has implemented NEC’s UC for Business (UCB), using the solution’s contact center performance and activity reports to gain visibility into customer service and dispatch operations departments. The result not only increased employee efficiency, but also heightened the level of customer service.
“Since many of our customers have different service requests and some during non-traditional work hours, we wanted to measure our customer service team’s performance and increase differentiation in a highly competitive industry,” said Tim Fry, general manager at Crown Disposal. “Our new performance-based incentive program allows us to assess an agent’s performance each week and make more informed business decisions, as well as reward high-producing workers. As a result of the NEC solution, designed, delivered and optimized by Digital Telecommunications, we’ve experienced greater staff productivity and an elevated level of service.”
Crown Disposal is using NEC's UC for Business Contact Center and the UNIVERGE SV8300 Communications Server.
“The UCB solution has comprehensive reporting features that allow Crown Disposal to start effectively measuring its customer service operations,” said Bob Bliss, president of Digital Telecommunications. “With more specific, accurate information, the company can make more informed decisions in all aspects of its business.”
“Crown Disposal improved communication and response time to better assist the tens of thousands of commercial, industrial, and residential customers they serve,” said Larry Levenberg, vice president of national channel sales and marketing at NEC. “By implementing NEC’s UCB solution, they raised customer service response levels, currently achieving 86 percent for first-ring pick up, and have better positioned the company to attract new customers.”