Beyond The Call®
Beyond the Call ® (BTC) is a proprietary call center management tool built by Ivie. Our 10 years of hands-on experience handling retail customer service for clients lead to the development of BTC. A customer inquiry management system, BTC generates tickets for all incoming calls, emails, and live chat, which your call center staff can monitor and update as inquiries are processed. BTC was designed to ensure accountability and manage issue routing and escalation. A full suite of reporting as well as a real-time dashboard allows you to effectively and efficiently manage your customer service program.
Ivie also has an experienced staff of customer service agents offered as an outsource and/or overflow solution. With our best practices and the BTC platform, you can provide the level of service your customers demand.
BTC @ the center of your customer service universe
Resolution: Your customer is your number one priority, and you want to ensure their needs are being met. With BTC, you can provide multiple channels (internet, phone, e-mail) through which your clients can request help and your Customer Service Representatives (CSRs) can provide solutions. This means your CSRs can develop meaningful and effective dialogues with your customers, an asset to any retailer.
Collaboration: You have a dedicated group of professionals throughout your organization and you want to leverage their expertise to provide excellent customer service. With BTC, you can seamlessly route inquiries to any team or team member. They can then route the appropriate response back to your CSR or respond directly to the customer using BTC’s user-friendly interface. All of this communication is documented and visible, ensuring your internal support teams are effectively collaborating to help your customers.
Accountability: BTC allows you to track all activities and dialogue surrounding each customer inquiry. The automated documentation coupled with your CSR’s input ensures true accountability and eliminates “lost” inquiries. Manage your operation better with complete visibility to the process and productivity of your CSRs.
Analysis: No effort is a true success without sufficient data and reporting. With BTC, you can track and analyze all relevant aspects of your customer service interactions. Need to know your team’s response rate for the last quarter? Want to know how many and what kind of customer inquiries you receive in a typical January? BTC provides a comprehensive suite of reports and a real-time dashboard to monitor the activities of your customer service department.
Integration: You may already have critical applications deployed to serve your customers. BTC can seamlessly integrate with them, allowing you to leverage all your data sources. Already have a robust CRM database with crucial customer information? BTC can integrate with your CRM system to share data and complete your customer view.
