Castel Blog

Since installation at Northstar Location Services Buffalo NY contact centers in October, the results were even better than expected. Aaron Castle, COO stated, “We were very aware of the application’s benefits prior to installation, however the immediate effects have transitioned into department-wide improvements, including increased employee morale and decreased customer complaints.” The call centers are now experiencing a 54% decrease in customer calls to their Quality Assurance Team (Resolve It! Professionals). Agents are managing escalated customers much more effectively through the use of the Castel Detect™, as its agent dashboard appears right on the agent’s screen. In addition, unresolved customer issues have decreased as well.  Castle adds, “This application has enabled our agents to better identify escalating issues which equates to more quickly resolving issues, collecting payments more efficiently, reduced call time and stronger agent/customer relationship.”