Published: September 08, 2010 | Comments
TaxMasters Inc., the IRS tax relief company and a provider of tax representation services, improved its overall customer service response times in the second quarter of 2010 compared with the first quarter of 2010, while at the same time handling a two percent increase in customer call volume. The reason for the boost, says the company, is a unified communications installation completed in 2009.
One of the ways unified communications improves contact center service levels is by measuring and reporting contact center data across the enterprise. TaxMasters says the unified communications system from Cisco allows the company to monitor more closely its inbound and outbound call volumes.
For the first six months of 2010, the company’s call center answered 94 percent of calls from existing clients with an average wait of only 23 seconds.
During the first quarter of 2010, 92.3 percent of existing clients who called the company spoke to a representative within 32 seconds.
During the second quarter of 2010, 96 percent of existing clients who called the company spoke to a representative within 14 seconds, a 56 percent reduction in client wait time over the first quarter. This improvement in call answer time is especially significant considering the increase in call volume for existing clients.