Everything's RightNow for Toshiba contact centres

Peter Dinham
Tuesday, 21 June 2011 15:02

IT Industry - Deals

Toshiba has replaced its 'inflexible, costly' legacy contact centre agent desktop with a more efficient, less costly solution from RightNow to support its agents handling more than 230,000 customer calls every month.

According to Toshiba's worldwide director of call centre operations, Rhonda Watkins, the RightNow solution has allowed the company to 'empower more than 650 contact centre agents to provide exceptional support to over 230,000 customer calls per month, while improving agent efficiency, reducing training time and lowering operating costs.'

Watkins said that with RightNow's cloud-based CX platform, Toshiba's contact centre agents were able to 'react more nimbly to the unpredictable demands of business,' and, she added, 'with RightNow, we can react to business needs faster and at a much lower cost than with our previous legacy system. We implemented RightNow in four months, it paid for itself in five months, and we saw a 40 second decrease in average call handle time within the first month.'

RightNow partnered with outsourced contact centre services provider, Teleperformance, to provide a complete solution to Toshiba, including call centre agents and expertise.

According to Watkins, customers are located within RightNow by the model and serial number of their Toshiba product so when they call into the contact centre agents can access relevant information about the product at hand, such as whether it is in or out of the warranty period.

'Agents have the right information at the right time to provide appropriate answers to customers on their first call, which has decreased the average call handle time by 40 seconds.  Our agents take a lot of calls about a lot of different products.  With RightNow's workflow, call scripting, and Guided Assistance capabilities, agents are empowered with the relevant information and processes to answer customer question. It has greatly increased agent satisfaction and empowered agents to deliver a better customer experience.'