UCN Inc. (Booth 809), whose agents provide on-demand contact-handling software and business telecommunication services delivered over the companys VoIP network, says US Truck Accessories Warehouse LLC (USTAW), a Virginia-based, online business selling after-market truck accessories, has implemented the UCN inContact call-handling line to handle all inbound customer service calls.
US Truck Accessories Warehouse, founded in 1998, offers more than 50,000 items to truck and SUV owners. The business handles 200-300 orders per month and needs to keep costs down as much as possible, while providing strong customer service and low prices. Our problem was that our customers would get busy signals because we didnt have a way to put a call on hold, says Lou Berkowitz, president of USTAW. Phone equipment to support my small staff would have cost me $8,000 to start, and was neither scaleable nor flexible enough to support my growth goals. I was looking for an affordable solution that could grow with my business, and be flexible enough to enable me to employ part-time, at-home workers. InContact was what I had been looking for over the past three years.
Now when a USTAW customer calls during working hours, if all call-handling agents are busy, the call remains in queue within the UCN network and music or a promotional message is played. Depending on the hold time, the caller may be given the option to hang up, yet have their position held by the system.
When the customers position comes up, the system automatically calls the customer back, connecting the caller with a USTAW agent.
Before installing inContact, Berkowitz figures he had a 25-30 percent abandonment rate. Now, with inContact, he estimates his group is getting back to almost everyone who calls, putting his abandonment rate below 10 percent, UCN says.