RimmersCaseStudy

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Computer Telephony Integration: Rimmer Bros.

The company really is owned by two brothers named Rimmer. Bill & Graham Rimmer started their business from humble beginnings in the early 1980s, & it has grown to be one of the leading companies of its kind in the world.

The Problem.

Richard Caunt, contacted TAG for advice in linking his new Avaya PBX telephone system with customer data held within his Mail Order & Catalogue System.

Richard Caunt, General Manager says: “When I did this project I just wanted an end to end solution, and that’s what I got from TAG - it's perfect”.

Richard had seen systems demonstrated at a Computer Show in the U.S.A. that called up the correct customer details on a computer screen within MACS for telephone customers. The incoming caller’s telephone number was detected & used as a key, to search the MACS database, & retrieve the correct customer records to display. Rimmer Bros. installed TAGjuggler with MACS; this saves staff time & has increased sales to telephone callers.

The Solution.

TAGjuggler has been installed on each Sales Agent’s PC.

Having the correct details instantly displayed to Rimmers sales staff on their screens, automatically, saves valuable time on calls, allows sales staff to see which items might be of interest to each caller, & ultimately sell more goods. The normal procedure involved the sales staff at Rimmer Bros. asking for account number information, or telephone numbers to identify a customer’s details on screen.

See who’s calling the instant you pick up the phone!

How it all works.

TAGjuggler is a replacement for VLTerm and can link your telephone system with your PC. Optional scripting allows complex sales procedures to be rigidly formalised for call centre usage. TAGjuggler can:

communicate with an Avaya Concentrator

detect any incoming callers’ telephone numbers

control multiple windows in the background

To “screen pop” data

use scripts to control sales flow and update remotely

Each sales person’s PC, can be configured to link with their telephone extension number on the (Avaya) PBX. A small program (TAGjuggler client) runs in the background to communicate with the PBX and execute the scripts.

Call Centre Scripting: Argos

Argos, part of the Home Retail Group, wanted to improve customer service in it’s Widnes Call Centre. Argos wanted to reduce errors made in telephone selling of financial products - and chose TAGjuggler.

The Problem.

Before Argos implemented TAGjuggler, agents would answer callers by reading questions from a manual paper based script, to verify callers and whether they could be sold to. Agents would access computer screens at the same time to verify the caller, and if a sale was made, to update the computer system, so that automated letters could be generated confirming details of sale.

This manual approach meant that sometimes an agent would mis-read screen data on which a sale might be attempted e.g. date of birth etc. or even key in the wrong update codes, resulting in the wrong details being confirmed to customers. In some cases, a wrong service might be sold, & although this is infrequent, managers at Argos, wanted to eliminate mis-sells altogether.

The Solution.

TAGjuggler has been installed on Sales Agent’s PCs at Argos in Widnes.

Instead of using the manual script with manual updating the TAGjuggler software guides the Agent through the sales processes’ questions,and prompts, and is able to update the computer system remotely.with customer details.

Eliminate miss-sells and update errors with scripting!