.......FROM .......

Providing a New Toy for ESP's Customer Service

Fall 2007

Click here
for the full PDF Version

In This Issue:

Providing a New Toy for ESP's Customer Service

ESP Offers Generic Bill and Renewal Stock

Joe Hamby:
An All-Star Team Player

ESP Helps Launch Craft Magazine

Los Angeles Times Counts on ESP for Daily Fulfillment

Ocean Drive Launches Atlanta Peach With Help From ESP

ELDR Media Group Chooses ESP

NTCFI
October 10, 2007 – Lunch meeting. Registration 11:30, lunch and program at noon.
Penn Club, NYC
www.ntcfi.org

BtoB NetMarketing Breakfast
October 11, 2007
Intercontinental Hotel Chicago
www.btobonline.com

DMA
October 13-18, 2007
McCormick Place West
Chicago, IL
http://www.the-dma.org

ABM Top Management Meeting
November 5-7, 2007
Westin River North
Chicago, IL www.americanbusinessmedia.com

ESP Computer Services Inc.

12444 Victory Blvd., Suite 400
N. Hollywood, CA 91606
Phone: (818) 487-4500
Fax: (818) 487-4501

Sales@espcomp.com

Feel Free to Share!
Readers may reprint or redistribute this newsletter or articles in it. However, the above contact information must be included.

For more information about our services, go to 
www.espcomp.com

One of the things that I miss about circulation marketing is the ability to test a new idea, track the difference in response, and revel in the improvement. By contrast, performance in fulfillment can be much harder to measure.
However, in December of 2006, ESP purchased a new phone system that goes a long way toward fulfilling my personal fascination with performance measurement.

ESP’s previous phone system was adequate in its ability to route calls to the proper customer service representatives. But the new ACD (automatic call distribution) software has a stellar reporting package to go with its top-of-the-line routing features. Among the really cool things we’ve done in just the first six months of learning to harness our new capabilities:

For one client who was getting a fair amount of sales calls on their customer service line, we recorded a message prompting customers to press “1” for sales, “2” for subscriptions, etc. Pressing “1” results in seamlessly transferring the customer to the phone number at the home office.
We developed canned reports for our supervisors to measure their team members’ performance, and using an auto-report feature, we now e-mail reports those reports daily to the supervisors so they can give near immediate feedback to the CSR’s.

We’ve set up a better system for handling sudden surges in call volume, including an audible chime that let’s all CSR’s know when an extraordinary number of calls are waiting. This chime lets CSR’s and Supervisors both know to make themselves available to take calls.

From a personal standpoint, I’ve had a lot of fun pouring over statistics like an old circulator, looking and looking for areas of improvement. But far more importantly, those stats have helped me find new ways to route calls, shift schedules, and generally manage the department with a much greater amount of knowledge at my fingertips. Never mind me for a minute…those improvements make everyone happy.

Michael Jordan

BACK TO TOP