Sales and Marketing
IT Service Management
Leverage an end-to-end, AI powered enterprise platform to unify customer experiences
By Use Case
Florida, United States
To scale up call center operations without revamping existing workflows
What do you get when you put together an award-winning team of professionals and out of the box design thinking? Say hello to AlfKa, a group of specialists who design and administer training programs in various aspects of architecture, engineering, and construction. They also partner with other experts to conduct guided online courses for exam preparations, continuing education, and more. It’s not hard to imagine the volume of phone calls they receive, inquiring information about their various offerings.
Alfredo is a Senior Engineer at AlfKa. He tells us that earlier, they used to provide individual phone support for all inquiries coming their way. But as their business grew, it became difficult to scale up this approach. On the other hand, it was important to switch to a scalable phone system without making major modifications to the existing workflows of their operations.
“We evaluated different systems, such as Google Voice, however, we found that only Freshcaller gave us the adequate price point for our needs with the ability to scale up in the future.”
At AlfKa, the administrative staff run the call center. The majority of the calls they receive are for commonly asked questions, such as identifying upcoming courses or requirements needed to pass a course.
With the help of Freshcaller’s IVR, they developed a detailed answering system. Common answers for these type of questions were programmed into phone trees or IVR menus. Having said that, they still recognize the importance of reaching a live agent, and provide callers the ability to do so.
Snapshot of an IVR menu on Freshcaller
Alfredo shares that setting up Freshcaller has made a two-pronged positive impact on AlfKa’s business.
First, it has allowed them to provide immediate response to customers for their commonly asked questions via telephone, which is preferred by some to an online FAQ. And second, it has allowed their administrative staff to focus on more tasks while at the same time improving their response to customer service requests over phone calls.
He also tells us that he’d like to see the availability of call and voicemail transcripts on Freshcaller soon. Of course, his favourite feature is the easily programmable Interactive Voice Response (IVR).
[Edit: Voicemail transcription is now available in Freshcaller.]
Contour Networks Inc. improves call center performance by 10x.
Untappd uses Freshcaller to maximize call center efficiency
How an eCommerce company manages a fully remote call center team
Sign up for Freshcaller today! You get a 21-day trial with access to all features.
Sorry, our deep-dive didn’t help. Please try a different search term.
We're sorry that your email domain is not supported. Reach out to us at email@example.com for more details.
An account with this email id already exists. We can help you find it.
A confirmation email with your login information has been sent. Thank you.
Your team has already registered. Contact firstname.lastname@example.org for details.