Atlanta, Sept. 22, 2014 -- After one year of service with AVOXI's call center solution, Smart Queue, Hills Machinery, a construction equipment company, continues to experience success with not only their customers but with their several office locations.
Hills Machinery's recent expansion to Charlotte, North Carolina is a testament to that success. With several offices located across the Carolinas, Hills Machinery's President Jim Hills needed a unified phone system. "We needed a system that allowed us to view available salespeople in each of our branches and deliver queued customers to them in order to eliminate customer wait time."
Smart Queue answered this request by providing a business phone service that behaves like a unified office system despite that their offices are spread out across two states. Rather than having a customer wait on hold for a local salesperson to become available, Hills Machinery set their system up to deliver each customer to a salesperson, regardless of their office location, after 20 seconds on hold. After implementing Smart Queue, their customer service experience greatly improved and sales skyrocketed.
Even though Hills Machinery doesn't consider themselves a call center, the tools featured in Smart Queue have been essential for them. David Wise, AVOXI's CEO and Founder, adds, "Their recent switch to Smart Queue gave them the capability to effectively manage and transfer calls to and from each of their five locations. Not only does this help manage their workforce, it allows them to focus on their customer."
Posted by Veronica Silva Cusi, news correspondent
ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today.