Headquartered in Phoenix, Arizona, DriveTime operates more than 140 auto dealerships across the country and relies on effective inbound call routing to properly conduct business at their headquarters facility.

Without a proper IVR in place, DriveTime struggled. Many callers reached the wrong departments, and a high percentage of agents spent the majority of their time transferring calls rather than helping customers. Many callers tried to reach DriveTime to make payments on their vehicles but ended up abandoning the call, resulting in lost revenue. DriveTime was also experiencing a lack of reporting ability in their current system, difficulty measuring data for the purposes of effective staffing, not utilizing ANI, a lack of application control, and inability to measure customer data.

Working closely with the leadership at DriveTime, INI crafted a custom solution that addressed their call routing and reporting needs. With the assistance and expertise of INI, DriveTime was able to implement a simple and effective IVR solution that had an immediate impact on callers, agents and business revenues. Features included looking up the caller’s phone number to allow for a more custom and personal caller experience. The IVR also addressed DriveTime’s needs for accurate staffing management, resulting in more available agents to help callers.

Results

The implementation of DriveTime’s custom IVR solution allowed them to experience greater efficiency with their inbound call center, resulting in higher caller and agent satisfaction. Improvements include:

• Increased business revenue through greater agent availability
• Improved caller satisfaction through better call flow
• Greater first call resolution
• Improved reporting tools with greater accuracy
• Data-driven administrative control over call routing
• Full control of applications

Contact INI today to begin experiencing more effective call routing and increased ROI for your organization.