Global cloud service provider Lingo Communications has announced that the company recently implemented it’s own contact center solution to assist with the Customer Care call center.
Lingo’s customer service team faced a significant drop in agents over the past year due to the pandemic concerns, forcing the company to switch 70 Customer Care Agents to a hybrid in-person and work-at-home model within one single day. To help manage high call volume, Lingo used a callback feature as a part of their contact center solution. After implementing the program, Lingo reports that it’s service level percentage jumped by more than 190%.
"I am extremely excited about Lingo's significant improvement in Service Level attainment from 30% to 87% in such a short time," commented Lingo’s VP of Client Services, Grant Williams."This kind of improvement can only be achieved this quickly by using Cloud Contact Center tools."
During times of high caller volume, the call center solution gives customers the option to wait off the line to speak to an agent. Customer service agents can then call them back once call volume begins to stabilize. Lingo found the strategy to be incredibly useful in a short window of time and demonstrates the company’s genuine confidence that contact center solutions can benefit customers and businesses at the same time.
"Regardless of industry or scale, every business can benefit from the feature-rich Lingo Cloud Contact Center solution, which makes building and expanding any business a lot easier and faster”. said Vincent M. Oddo, CEO of Lingo.