Outbound Call Center Featured Article

Call Center Solutions from RightNow Empower Toshiba Performance

By Susan J. Campbell
TMCnet Contributing Editor

Flexibility and efficiency are two elements that are important in any call center and Toshiba (News - Alert), a high technology provider, has determined that priority must be placed on such criteria. To demonstrate this importance, the company recently replaced an inflexible and expensive legacy contact center agent desktop solution with RightNow.

With the RightNow CX in place, Toshiba is enjoying a powerful customer experience suite. The company is now relying on RightNow call center solutions to enable more than 650 contact center agents to deliver a high level of quality support to more than 230,000 customer calls per month. At the same time, the organization is improving agent efficiency, reducing training time and lowering operating costs.

The cloud-based call center solutions from RightNow enable Toshiba to more nimbly react to the unpredictable demands of business. And, to provide a complete solution, RightNow partnered with Teleperformance (News - Alert), a provider of outsourced contact center services. This solution includes call center agents and expertise.

“With RightNow, we can react to business needs faster and at a much lower cost than with our previous legacy system. We implemented RightNow in four months, it paid for itself in five months, and we saw a 40 second decrease in average call handle time within the first month.” Rhonda Watkins, director, call center operations at Toshiba, Digital Products Division, Toshiba America Information Systems, Inc., in a statement.

Toshiba is now benefitting from call center solutions from RightNow that include a central knowledge foundation to provide agents with a 360 degree view of each customer. Agents will have access to information such as order history and product details, as well as the necessary information to answer customer inquiries. With a unified system in place, agents can quickly and easily find the information needed to efficiently help customers. And, with the Teleperformance media bar in place, desktop call control and screen pop are both enabled within the agent desktop.

Agents can leverage the call center solutions by RightNow to easily find customers are they are located according to the model and serial number of their Toshiba product. As a result, when a customer calls into the contact center, agents have immediate access to relevant information regarding the product at hand. This ensures agents have the right information at the right time to provide appropriate answers the first time customers call.

“We chose RightNow because it offered us a cloud-based [call center solutions] that gives us the speed and agility we need, at a lower total cost of ownership. One of my favorite things about the RightNow solution is that we can manage the look and feel of it ourselves. We can make screen changes, implement new scripts or add business rules without any lengthy change processes. What used to take months now takes minutes, and it puts us in charge of our own destiny.” Rhonda Watkins, director, call center operations at Toshiba, Digital Products Division, Toshiba America Information Systems, Inc.