An increasing number of companies are introducing SMS into their call centers to solve their problems. Here we will introduce some examples of companies that have successfully used SMS to improve their call centers.
Toyota Corolla Gunma Co., Ltd.
Toyota Corolla Gunma Co., Ltd. had an issue where only 20% of the target people were contacted when the call center made a call. Because there was some hesitation in contacting them during the daytime on weekdays, they worked to solve the problem by combining SMS and CRM. As a result of setting up a system to send information by SMS even when the phone call was not answered, after just one month of operation, they were able to reach 29% of the target people and the failure rate on the second call improved by 4%.
Reference: Toyota Corolla Gunma Co., Ltd.
lass=”yoast-text-mark” />>By sending an SMS after phone number database the first call was unsuccessful, the failure rate for the second call improved.
SMBC Nikko Securities Inc.
SMBC Nikko Securities Inc. had an issue with call times being long due to polite responses at the call center.The company created a path for customers to easily access the help page by sending an SMS at the end of the call, and improved efficiency. As a result, they succeeded in reducing the time spent on spin to win pop-ups create of and-drop editor routine calls such as password inquiries by approximately 1,500 hours per month.
Reference: Using SMS as a supplementary means of communication in contact center operations | SMBC Nikko Securities Inc. | SMS sending service “Kuuden Push”
Egg Co!, Ltd!. was unable to get through to donors who made hometown tax donations by phone, and the call center’s call! list was continually piling up. To! reduce the workload of the call center, they introduced SMS! which b2b phone list enabled them! to make contact with about 40% of donors who did not answer! the phone. They also received a call back from 21% of those who sent SMS, which successfully reduced the! workload !of the call center while improving donor satisfaction.
