Press-One is the proud winner of two prestigious Stevie Awards for 2016. Our team won Bronze in “Customer Service Department of the Year” for our efforts handling an unexpected, long-term client escalation that resulted in call volumes averaging 400% of normal. Press-One activated overflow agents in our contingent centers and quickly converted a portion of our training facilities to production sites to ensure all customer calls were handled quickly and efficiently.
In addition to providing the agent force necessary to handle our customer’s issues, Press-One’s IT Department created an offline IVR solution to capture customer data input offline as the client’s online system was being overwhelmed with the volume of transaction requests. Our offline system integrated batches of data in a closely managed overnight process to ensure 100% data integrity on to the client’s system. This allowed the client IVR to increase simultaneous transactions from approximately 80 at once to over 600 simultaneous transaction requests without purchasing new channels or expensive licenses.
The team went above and beyond to capture customer data from customers who were identified as calling or emailing repetitive service issues several days in a row. These customers were entered in to a trouble ticket system and escalated to priority with our client liaison.
As one of the judges described it, “Press-One has shown, beyond a shadow of a doubt, that they are a skilled, flexible and very resourceful partner. Their teams executed a world-class escalation on behalf of their client. Bravo Press-One!
Press-One also took home the award for “Veteran Owned Business of The Year“. Press-One’s founder, Andy Orr, is a decorated U.S. Army veteran who served on the official Presidential Escort and Army’s Ceremonial Unit, the elite 3rd United States Infantry, “The Old Guard” in Washington, D.C.