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Dr. Jon Anton Launches Benchmark Study to Examine eCommerce and Call Center Efficiencies Using Web Voice Technology

Director of Purdue University’s Center for Customer-Driven Quality Leads First Ever Research on the Cost Savings and Productivity Gains Derived from Voice on the Web Service Director of Purdue University's Center for Customer-Driven Quality Leads First Ever Research on the Cost Savings and Productivity Gains Derived from Voice on the Web Service West Lafayette, IN and Reston, VA - May 9, 2001 - Led by Dr. Jon Anton, Purdue University's Center for Customer-Driven Quality is evaluating the benefits of web voice technology in U.S. call centers. The research effort offers participating companies first-mover advantage to test and benefit from one of the most promising call center customer service applications available. Web voice technology lets website visitors talk directly to a call center agent from their desktop PC. The technology doesn't require any additional hardware or software installation in the call center or on the website. Web voice technology was designed to deliver the selling power and live customer service support of the Call Center immediately to customers browsing on a website. Preliminary data suggests that, properly implemented, this technology:

  • Increases the conversion rate of website "browsers" into "buyers"
  • Reduces per call handle time to increase agent efficiency
  • Increases customer satisfaction

"Web voice is an extremely promising technology that may greatly improve call center metrics while boosting the online customer experience and increasing sales revenue," Dr. Jon Anton, Director of the Center for Customer-Driven Quality. "We are quite pleased about the large number of first-rate companies that are looking to participate in this research." Purdue University's Center for Customer Driven Quality is currently evaluating companies with U.S.-based call centers interested in participating in this study. The Center is partnering with eStara, Inc., a recognized leading provider of voice over the web services for business, to conduct the study. "eStara is pleased to participate in this first-of-its-kind study to quantify the value of web voice in the call center," said Tom Natelli, eStara's Chairman and CEO. "We are delighted to be partnering with Purdue University's Center for Customer Driven Quality in this important study." The Center will provide a complete call center audit prior to starting the research testing and a follow-up audit at the completion of the review. This in-depth call center audit by the Center for Customer-Driven Quality would normally represent a $30,000 value. It is offered as part of the study at no cost to the participant. Companies currently participating in the study come from a wide variety of industries but share several call center characteristics:

  • They host an active website over which they offers products or services for sale.
  • They have an 800 number on their websites, encouraging customers to contact the company through call centers for help.
  • They use performance metrics to manage the call center, in particular, to measure caller satisfaction.
  • They are willing to implement and experiment with new technologies to maintain or extend their competitive edge.

About Dr. Jon Anton and The Purdue Center for Customer-Driven Quality Dr. Jon Anton (a.k.a. "Dr. Jon") is with the Center for Customer-Driven Quality at Purdue University. He has developed a proprietary call center benchmarking methodology (patent pending), now used by thousands of customer call centers worldwide. The methodology addresses performance issues for all customer contacts, including telephone calls, emails, and website visitors. In October of 2000, he was named to the Call Center Hall of Fame, and in January of 2001, he was selected for the industry's "Leaders and Legends" Award by Help Desk 2000. Our website, BenchmarkPortal.com, and Dr. Jon Anton's methodology were selected for the Hot Pick Award 2000. BenchmarkPortal, Inc. collects and warehouses the Purdue database of performance data on thousands of customer service contact centers worldwide. About eStara eStara, headquartered in Reston, VA, gives the power of voice to eBusiness with OneClick Contactsm web voice solutions. OneClick Contactsm lets online customers talk directly with call center agents over the Internet with the click of a button. eStara web voice solutions can be embedded in website pages, emails and ad banners. OneClick Contactsm is completely compatible with existing call center systems, so there's no installation, capital investment or system integration required. eStara web voice users include J.Crew, Allfirst Bank and the NHL's Washington Capitals. eStara won Internet Telephony Magazine's Editors' Choice Award for 2001. Experience the quality of eStara web voice at www.estara.com Research Study Contacts: Neil Cantor eStara Inc. Phone: 703.648.8293 Email: ncantor@estara.com Scott Davis Purdue Center for Customer-Driven Quality Phone: 314. 569.0990 Email: scottdavis@benchmarkportal.com

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