Avenue is the all-in-one BPO management system for a home services company. This company's 20 BPO agents handle vendor operations such as scheduling appointments, inputting CRM information, managing escalations, and processing member acceptance, all within Avenue.

Why they chose Avenue:

1. One-Stop Shop: Avenue centralizes all BPO workflows, eliminating the need for multiple tools. The entire team now operates efficiently within Avenue.

   
   

2. Data Access: Avenue provides agents with direct data querying capabilities, reducing reliance on external tools like Looker.

   
   

3. Integrations Galore: Avenue seamlessly connects with over 100 data sources, enabling the non-BPO team to continue using familiar tools like Zendesk and Salesforce.

   
   

4. Performance Management: An audit trail and dashboard provide real-time insights into ticket volume, SLAs, and overall team performance.

   
   

5. Conditional Routing: Avenue assigns work automatically based on underlying rules and team schedules, optimizing workflow distribution.

   
   

6. Escalations: Automated escalations notify management, ensuring issues are addressed promptly.

   
   

7. SOP Compliance: Avenue’s Playbooks feature ensures adherence to standard operating procedures, eliminating ambiguity and promoting consistency.

If you are looking to scale operations with ease then get in touch today!