Company Profile

• Company: Verio, Inc.
• Type of Business: Web Hosting/Internet Service Provider
• Type of Customer Contact Center: Technical Support
• Number of Agents: 500 between four separate departments
• Corporate Headquarters: Englewood, CO
• Web Site: www.verio.com

Challenge

Verio, Inc. provides Internet connectivity and Web hosting for a wide range of customers. While the majority of their client base is small- to medium-sized businesses, they also offer services for large corporations and individual accounts from Internet access and e-mail accounts to Web page hosting and e-business solutions.

Due to Verio's rapid growth over the past three years, the company's customer contact center needed to implement a robust solution that could manage the increased call volume. Verio agents are divided among four separate departments: technical support for dial-up customers, technical support for dedicated customers, Web hosting support, and a billing department. Because of this structure, managers had a difficult time knowing where to place the right people at the right time. The basic spreadsheet program it used for scheduling was adequate when the company was still small. However, as Verio grew, it became obvious that it needed something more sophisticated.

Solution

After analyzing various solutions and not being totally confident in any of them, Verio discovered Blue Pumpkin's PrimeTime Enterprise. "Other solutions were very expensive and not accurate," said Analog Support Manager Gary Wolfe. "When we evaluated PrimeTime Enterprise, we tested it with actual data. The results were the most accurate of any solution we evaluated."

Once Verio implemented the software, they experienced overwhelmingly positive results. "The day we implemented the new Blue Pumpkin schedule, our average speed to answer improved by 50%, which also resulted in a decrease in average hold times. Because we had the right amount of people scheduled at the right time, it created a sort of 'ripple effect' throughout the entire contact center," continued Wolfe.

Additionally, Wolfe believes that when you have the right amount of people scheduled at the right time, you even out the workload. This not only reduces employees' stress levels, but it also allows people to work more efficiently. As a result, Verio's employee retention rate has increased. PrimeTime Enterprise is the perfect solution for helping Verio maximize its call center capabilities.

Results

• 50% improvement in average speed to answer
• More accurate schedules that are flexible to changes
• Higher employee satisfaction and retention