Cloud Services Leader’s Queue Callback Solution Improves Customer Satisfaction While Reducing Abandoned Calls and Costs
WAYNE, Pa.—June 23, 2016 – Evolve IP, The Cloud Services Company™, announced today that Ameriflex, a leading independent administrator providing technology-based consumer-driven benefits, compliance, and workforce management solutions, has experienced significant improvements in its call center operations after deploying Queue Callback from Evolve IP. The company has improved customer satisfaction while reducing call abandonment rates, call handle times and inbound toll charges.
Ameriflex serves thousands of employer groups, representing millions of participants throughout the United States, with health spending account administration, COBRA administration, and compliance assistance services. The company has relied on Evolve IP’s enterprise-class cloud-based communications and automated call center solutions for several years, and recently decided to further invest in Evolve IP solutions to better manage inbound assistance requests from their customers.
Ameriflex’s Director of Member Services, Jason Iacobellis, noted, “We wanted to cut down on our customer call wait times, as well as our call abandonment rates, which were both going up. We’ve had positive experiences with Evolve IP’s cloud and call center products, so we turned to them once again for their Queue Callback feature. Since implementation, we have accomplished all of our goals and improved the bottom line by better managing call volume spikes with fewer agents.”
Evolve IP’s Queue Callback solution works seamlessly with existing Ameriflex technology, offering customers a callback when the next agent becomes available. Since deploying the solution, the company’s abandoned call rate has decreased 15 percent. In addition, approximately 40 percent of callers select the callback option, and they are spending an entire minute less on the phone than previously resulting in significant handle time savings, while exceeding their expectations in the process.
“Evolve IP is pleased to play an important role in improving customer satisfaction for Ameriflex,” said Scott Kinka, Chief Technology and Product Officer and Founding Partner of Evolve IP. “Ameriflex operates in a highly-competitive industry and we’re excited to see them leverage our award-winning cloud solutions to reduce costs while also driving new revenues from an increase in positive customer interactions.”
One of the nation’s fastest growing cloud companies, Evolve IP provides cloud services in virtually every industry including: healthcare, legal, insurance, banking, technology, travel, veterinary medicine, and retail and to some of the world’s most recognizable brands. The company’s Evolve IP OneCloudTM solution allows organizations to migrate multiple cloud computing and cloud communications services onto a single, unified platform including: virtual data centers / servers, disaster recovery, virtual desktops, IP phone systems / unified communications, contact centers, and more.