contact center

interactive voice response

Budget and staffing reductions forced Michigan administrators to find alternatives to service customers at the Unemployment Insurance Agency’s call centers. An increased service demand created an environment where customers experienced difficulty contacting call center agents along with persistently long wait times on hold.

C L I E N T T E S T I M O N I A L

Cost avoidance of over $100,000, projected annual cost savings of $312,000, and greatly improved customer satisfaction.

“VHT helped our department move from being perceived as a bureaucratic bottleneck to being customer friendly and open for business. Quantam’s project team was instrumental in the quick implementation and was a true partner keeping us informed of all critical project activities.”