The Challenge

Before contracting with Telvista, this digital photo services company handled all of its customer support calls inhouse, with minimal overflow outsourcing to a vendor in Canada. As the client expanded nationwide into larger retail chains, they needed to add more Telvista’s Web-enabled IVR technology helps improve operating efficiencies, increase customer satisfaction, and better manage costs associated with delivering customer care.

The new demand came from a large volume of customers needing updates on orders, information on services provided, and even the retail locations themselves requesting information on policies and procedures.

Once the client realized that they lacked the staff to handle the call traffic, as well as the call center tools (ACD, scheduling expertise, and quality monitoring) needed to provide outstanding support on a larger scale, the client contracted with Telvista for assistance.

The Telvista Solution

Based on extensive experience serving other retail vendors and proven expertise handling inbound customer support calls, Telvista delivered a comprehensive solution that dramatically relieved the client’s workload.

To support the increased call volume, Telvista provided customer service agents for English-only support at our call center in Danville, Virginia. Along with inbound customer service calls, our agents provide email and chat support.

The client kept their in-house agents as Level Two help desk agents, and the client’s overflow calls remain routed to the Canadian provider.

As the business grows, agent numbers in Danville have multiplied. Additional bilingual agents will be added as needed in a Telvista call center in Tijuana, Mexico, to deliver native Spanish-language support to the client’s Hispanic customers.

Telvista continually seeks ways to improve our clients’ business results. Future enhancements to this program likely include an Interactive Voice Response (IVR) solution to automatically handle order status calls.

The Bottom Line

By outsourcing calls to Telvista, the client is now able to focus on developing new product offerings, increasing their national market presence, and growing their business.

The client relies on the support, teamwork, experience, and proven track record of Telvista to provide their customers with the high level of “picture perfect” support required to stand apart from the competition.

Experience the difference

Let one of our friendly experts customize a solution to fit your needs. Call Telvista today at 1-800-563-9699. Or visit us online at www.telvista.com.