IVR AND CALL CENTER

Replacement

With a state-of-the-art IVR and contact center solution, PTP helped the California Department of Real Estate (DRE) improve customer service and streamline efficiencies department-wide.

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THE CHALLENGES

A combination of increased licensure demand and expanded expectations for mobile brokers and salespersons resulted in several challenges for the DRE’s current contact center, including:

  • A high percentage of dissatisfied customers

  • Busy signals, ineffective IVR navigation options, and minimal self-service opportunities caused callers to be incorrectly routed, disconnected, and frustrated

  • A need for an intelligent “automated” agent to expedite customer requests and free up live DRE agents

Increasing Customer Experience and Service

PTP’s comprehensive assessment of the DRE’s existing technology allowed us to devise a new IVR and contact center solution that aligned with their larger goals. Our implementation and solution included:

  • A Highly-Customized IVR System

    The new system offered speech recognition and detailed answers to common caller questions, as well as usability testing and tuning.

  • User-Friendly Self-Service Options

    Available 24 hours a day, self-service addressed many of the most popular caller needs.

  • Wait Times

    Callers can make an informed choice between live assistance or self-service.

  • Intelligent Call Routine

    Increasing efficacy of live assistance.

  • Custom Agent Screen Pop and Soft Phone

    Enhanced staff utilization and efficiency, reducing customer frustration by using information within the IVR system.

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2X as many calls handled

with no increase in staffing needs

communication

Elimination of disconnects and misrouted calls

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Improved, consistent customer service

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Easily-accessible exam and licensing status

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Increased self-service options

“PTP’s quality of work reflects their high professional standards: they effectively communicate the goals and interplay of ideas and concepts, their approach is collaborative, they can be relied upon to meet schedules and deadlines and they effectively blend management skills with technical expertise.”

- Barbara Bigby

CIO, CA Department of Real Estate

ABOUT

The California Department of Real Estate (DRE) protects and serves public interests in real estate transactions, providing related services to the real estate industry.

OUR SUCCESS

CAN BE YOUR SUCCESS

Since our beginning, we've been passionate about helping our clients provide the best customer experiences possible. This passion, combined with a lot of knowledge and hard work, has allowed us to work with some of the top brands in the world. And we'd like to do the exact same for you. Just give us a call to get the conversation started.

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