QUICK QUOTE
Case Studies - Rooms To Go
"Since 1999, we’ve used TouchStar. Touchstar was able to prove to us that they could leave messages on answering machines which enabled us to reduce headcount – the answering machine detection was the reason we started looking for a dialer from the beginning. That was priority number one. Second, TouchStar was very willing to customize TouchStar's solution to fit our needs. Their programmers and management team were more than willing to make any changes they needed to as far as the TouchStar system went to make it do what we wanted it to. That was very inviting to us. The third reason was that the price for the product and installation was very competitive.
We use TouchStar to manage our inbound and outbound phone traffic within our customer call center. On the inbound side, our traffic consists of our agents handling customer problems from anywhere in the U.S., as well as sales from our Internet division. Our outbound traffic consists of customer surveys, delivery confirmations and telemarketing. On the telemarketing side, we sell service warranties – extended warranties. The product does what we need it to in each area.
We take thousands of calls on the inbound side and make thousands of calls on the outbound as well, but TouchStar has given us the ability to monitor/coach/conference to train our agents to success. We really like that feature. Also, TouchStar has enabled us to survey our customers, which has been a strong tool to measure our delivery and warehouse operations more effectively. The survey is a strong tool for customer satisfaction and we use TouchStar to help us – we use the survey to measure our total operation.
Our relationship with TouchStar has been successful and they have done whatever they needed to take care of us over the years. We have referred TouchStar to quite a few people, and we’ve had quite a few people come in to see our call center."
Fred Beasley, Call Center Manager
Rooms To Go
