Month: October 2016

DataTel Times November
Posted by:DataTel Communications, October - 26 - 2016
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DataTel Times October 2016
Posted by:DataTel Communications, October - 05 - 2016

Icon Credit Union Bryan Holjeson

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The common perception of a call or contact center looks something like the above. In truth, this sea of humanity represents only about 20% of contact centers. Most are actually less than 10 people. Smaller companies can leverage the benefits of a contact center because they are increasingly automated and flexible within multiple channels. The ever-more complex piece of technology that makes this possible is called an IVR (Interactive Voice Response). This allows computers to “hear” voice or tones from a keypad to interact with us mortals. IVRs take information, process it, and come back with a result. This technology was a little clunky in the early stages (“yes…Yes…I said, YES!”) but, with speech recognition becoming much faster and more accurate and with many customer call-back options, IVRs are increasingly sophisticated and effective. For processes like re-setting passwords and “in the can” directions such as checking an account balance, IVRs are ideal. The irony is that this functional improvement is the reason it is harder to speak to a customer service rep. Money is a big driver. According to experts, it costs a company about $9.00 a call to have a live agent interact with the customer (I don’t know the cost of a deceased agent.) A web-chat is $5.00. Responding to an e-mail runs around $2.50, however, a customer service call that stays in the automated IVR function costs a company mere pennies. While folks of a certain (ahem) age are more comfortable with the human response, statistics show that Millennials are very happy to make complex transactions that do not entail speaking with another person. In many cases, it is preferred by this demographic. It should come as no surprise that 52 year-young DataTel brings a ton of experience to this part of communications and customer service. We are highly versed in all types and sizes of contact centers. We’ve crafted big and small solutions, and a larger contact solution can make sense for a smaller group. It all depends on a company’s ‘goes-to-market’ and call volume. Businesses that get a lot of call-traffic and need comprehensive reporting and metrics really need to visit with us. A well-designed contact center is not a business expenditure, but an actual long-term revenue generator. Call DataTel. We’ll give you all the carbon-based human interaction you need!

 

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  • Get a bigger pencil
  • Caffeine is your friend, but it can t-t-t-t-turn on you.
  • Resist the urge to say, “You can Google that, Sir.”
  • Call DataTel
  • Use your ‘inside’ voice at all times

 

Friends and Clients

 

screen-shot-2016-10-07-at-9-53-32-amIcon Credit Union (Then called “Idahy”) was started in 1952 when seven fellows who worked for the Idaho Department of Highways pooled together $35.00 and thought that starting a credit union would be swell. Over the decades, this respected group has prospered in a prudent way through screen-shot-2016-10-07-at-9-55-01-amsteady growth and durable, gradual expansion. Icon’s approach, ethos and core values of integrity and service have placed them in the top 5% of ratings for financial institutions. Today, that 35 bucks of seed money now represents over 23,000 members and $260,000,000.00 in assets. Mr. Bryan Holjeson is a Member Relationship Manager at Icon and (looks notwithstanding) a veteran in the world of financial services”. “I joined Icon Credit Union in 2014 after spending 5 years working for a large bank. I was drawn to…Icon because of the focus on the member.” “Icon does well in the area because of our willingness to listen to members and…make the necessary changes to serve them better.”

Along the lines of contact center article in the front of the newsletter, Icon is improving their system to make members’ automated telephonic transactions more direct and smooth and the reporting more robust. “This project added an automated attendant to our call system that gives members options to help direct their calls with fewer transfers. DataTel helped with the entire process – designing the phone map, recording the messages, building call queues and setting up recording.” (Darn tootin’ we did – but only after Icon’s input.) “DataTel has been very helpful in this process. (You) have been more than willing to help from start to finish (and have) been quick to help make corrections and adjustments.” To our faithful readers, the term “right-sizing” is a familiar one. Like crafting a fine suit or dress, the adjustments are made for the best possible fit.

 

DataTel Presents: Tech Corner™ with Cameron Collins!

screen-shot-2016-10-07-at-9-56-43-amMost people probably can’t remember the last time they read the user’s manual for a product, but I bet most people can remember feeling frustrated by the experience. When all you need is one small piece of information, the manual can feel like it was never intended to be read by humans! At DataTel, we get it. Technology is supposed to make our lives easier and improve productivity, but without the human component, technology is just metal, plastic, and a nice idea. The user’s manual can’t listen to your concerns and find the best solution. That’s why we’re here, working for you. Every single member of the team takes our phrase “The Experts” seriously. We read all the owner’s manuals so you don’t have to. Our knowledge, experience, and dedication are here to make this amazing technology work best for you; from system design, through installation and training, and into the future as your business grows and changes.screen-shot-2016-10-07-at-9-56-49-am

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