Helm Moves to the Cloud to Drive Improved Call Center Performance
September 14, 2017
“The ability to control telecom in real-time gives Helm a unique competitive advantage” --Ted Parnell, Call Center Manager, Helm
Helm, based in Plymouth, Michigan, is a leading provider of branded merchandise, fulfillment, and technology solutions to some of the world’s best-known companies. “We are always on the lookout for innovative technology solutions that provide scalability, ease-of-use, and superior customer service,” said Michael Wacht, Executive Vice President of Marketing and Operations. “We discovered Five9 at Call Center Week, and were impressed with the demonstration of this new cloud-based technology. I was very excited to bring this back to the team for evaluation,” he explains.
Before making the final decision, Helm compared Five9’s capabilities against upgrading their current platform and two additional cloud-based solutions. “Helm needed more control and flexibility over the part of the telecom system that was traditionally supported by technical personnel,” said Ted Parnell, Call Center Manager. “As we progressed through the analysis, Five9 was able to demonstrate how the call center could make real-time changes to skills, monitoring interfaces and dramatically reduce the time with new program startups,” he explains.
“Helm chose Five9 for its scalability and meeting all the criteria he was looking for in new cloud contact center solution,” said Wacht. The benefits that Helm has realized since implementing Five9 include:
- Faster program set up
- Easy report customization
- Easy system and program administration
- Increased customer service
- Increased call center agent job satisfaction and productivity
- Higher service level agreements (SLA)
- Improved average speed of answer (ASA)
- Real-time reporting and analytics
- 100% call recordings
“The business has benefited both with customer and employee satisfaction. Moreover, the advanced analytics and reporting tools within Five9 enable us to manage our resources more efficiently and to provide best-in-class service level performance,” concludes Parnell.
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