Training, technology help Limo company handle fourfold call increase

Article Abstract:

BostonCoach reported that it has increased its capacity to handle calls due to its aggressive hiring and training program and to a work force management software that predicts staffing and monitors a call center's performance. The executive sedan and limousine firm said that since it implemented a training that focuses on customer service and computer technology, the call handling capacity of its Philadelphia, PA, call center increased from 366 calls to up to 1,500 calls per day. BostonCoach also named its retention program as another reason for its increased capacity to handle calls.

Strategy & planning, Limousine Services, Limousine Service, BostonCoach

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CompUSA restructures centers, cuts call lengths

Article Abstract:

CompUSA Inc of Dallas, TX, is implementing a restructure of its call centers that is aimed at reducing call lengths by 30 seconds to a full minute. The initiative also includes upgrades, such as automatic call distribution, computer telephony integration software, quality monitoring and interactive voice response capabilities, to three of the company's call centers. CompUSA's restructuring commenced when the company realized that the call centers have outgrown their PBX call systems.

Organizational history, Computer and Software Stores, Computer Stores, CompUSA Inc.

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