Bookkeeping Service Fraud – 12 Million Dollar Loss.

About Incorp Inc.

A company that provides car repair services. They have had significant growth in the past few years and now are running on stable income. However, they are not the greatest mechanics when it comes to handling Accounting Management.

Major Problem

The company had outsourced their finance department to an external company which turned out to be a devastating decision. 

News was, the accountants had made false statements and financial reports to lure in more investors to buy stocks of Incorp Inc. Which was completely unknown to the CEO and rest of the officials. 

The outcome was severe, giant investors filed lawsuits against the company, leading up to a 12 million dollar lawsuit. 

Call Center’s Solution

A call center’s solution typically refers to a set of tools, technologies, and strategies used to manage and handle incoming and outgoing customer calls efficiently and effectively. Here are some common components of a call center solution:

1. Automatic Call Distribution (ACD): ACD software routes incoming calls to the most appropriate agent or department based on predefined criteria such as skills, availability, or priority.
2. Interactive Voice Response (IVR): IVR systems use pre-recorded voice prompts and menus to guide callers to the appropriate department or provide self-service options. IVR can handle basic customer inquiries and collect information before routing calls to agents.
3. Computer Telephony Integration (CTI): CTI integrates the call center software with the company’s customer relationship management (CRM) system. It enables agents to access customer information and interaction history during calls, improving personalized customer service.
4. Call Recording and Analytics: Call recording helps capture and store conversations for quality monitoring, training, and compliance purposes. Call analytics tools can analyze call data to derive valuable insights into customer behavior, agent performance, and overall call center efficiency.
5. Call Monitoring and Whisper Coaching: Supervisors or managers can listen to ongoing calls between agents and customers to monitor performance, provide real-time assistance, and offer guidance without the customer hearing.
6. Reporting and Performance Metrics: Call center solutions often provide a range of reports and metrics to track key performance indicators (KPIs) such as average call duration, call abandonment rates, customer satisfaction, and agent productivity. These insights help optimize operations and identify areas for improvement.
7. Omnichannel Support: Many call center solutions now support multiple communication channels, including phone calls, email, live chat, social media, and SMS. This allows customers to choose their preferred channel and seamlessly switch between them while maintaining context.
8. Workforce Management: Call center solutions may include features to manage agent scheduling, shift assignments, and workload distribution, ensuring optimal staffing levels and balancing workload across the team.
9. Knowledge Base and Self-Service Tools: Providing agents with a knowledge base and self-service tools empowers them to quickly access relevant information, FAQs, and troubleshooting guides, enabling faster issue resolution and reducing customer wait times.
10. Integration with CRM and Help Desk Systems: Integration with CRM and help desk platforms enables a seamless flow of customer data and support ticket information between different systems, ensuring consistent and accurate customer information across departments.

These are just some of the key components of a call center solution. The specific features and functionalities may vary based on the requirements and scale of the call center operation.

How we helped – Legal Advisory

Firstly: Our legal team stepped in. They helped analyze and gather enough evidence for defense and managed to create a strong ground for Incorp Inc. to prove their innocence. Our expert legal team, compliant to the state law, handled the entire case. 

How we helped – Accounting Management 

Secondly: Call Center Provided a trustworthy and reliable Bookkeeping/ Accounting Management team for Incorp Inc. A team with better understanding of the industry and legal consequences. They have now gained much respect and reliability from their investors and customers who gladly experience their services.

Overall Results

1. Productivity levels have gone up 78%
2. Stock Shares have gone up 23 %
3. Business Revenue has gone up 149%
4. Profits have gone up 21% 
5. Online Communications Gone up 60%

Short-term Goals – 

1. Increase Market Share
2. Gather Highly Quality Leads

Long-term goals – 

1. Introduce new services
2. Bring out new email marketing strategy