Monthly Archives: November 2015

Live Person vs. IVR

Press “1”?

IVR TreeHow many times have you called Technical Support and simply wanted to talk to a live person? Instead you found yourself being shuffled through layer after layer of automated menus? Press “1” for Company Directory, press “2” for Billing, press “3” to hear this entire menu again. Blah, blah, blah. It seems companies purposely bury access to their support personnel. Is this the way they manage access to support… by encouraging attrition?! This tortuous process is termed “IVR” (Interactive Voice Response) and is the stuff of nightmares.

Also, many companies try to push every interaction with their clients to the Internet. Undoubtedly while you yourself have been suffering through IVR you’ve been informed multiple times to head to their website where all of your problems will be magically solved. Little do they know that you’ve already spent your valuable time searching their site and that’s why you’re calling them. Sometimes the only solution to a problem is to talk to an actual living, breathing human being.

Hello, this is ESP.

At ESP an actual live person answers every single inbound call. Every. Single. One. You can call us anytime day or night, weekend or holiday and we’ll pick up the phone. Potential clients have even called us on our claim and phoned us up at 3 am… and we answered them.

Our Client Services Representatives (CSRs) are really great at what they do and have most issues resolved within 20 minutes. They can notify you of the resolution of your problem either via a phone call or email, whichever you prefer. You can also view open calls or requests within FORZA3™ Core Processing Software.

We’re in Good Company

Some very big companies have realized the value of having their customers speak with an actual human without the hassle of IVR. Nordstrom, Cabela’s, and Best Buy can really see the potential in talking with a customer as soon as possible.

ESP does not employ IVR. We value every customer and value every conversation. When you call us we will answer and we will get your problem solved.


Kyle Wolfley Promoted to New Manager

Kyle Wolfley, Manager of Special Operations at Enhanced Software Products.

Kyle Wolfley, Manager of Special Operations

Kyle Wolfley was appointed as Manager of Special Operations (“Ops”) at Enhanced Software Products (ESP). President Shaun Murray announced this advancement in an all-employee meeting at the ESP headquarters in Spokane Valley, WA. This newly created position will concentrate on the deployment of new product and service lines for the credit union industry.

Kyle has what is best for ESP and our clients at heart- our staff and clients have made that clear. – Shaun Murray

As Manager of Special Ops, Kyle will deploy, manage, and control relations between service vendors and clients. For instance; Kyle can take a new mobile application, make sure it functions properly, deploy it to the App Store and then train customers how to use it in the field. A major function of this new position will be to collaborate with marketing to share new product and service deployments.

My job is to make the process simple and easy for the front line. They work face to face with the member. Streamlining the processing it what it’s all about… making it user friendly. – Kyle

Kyle has been with ESP for ten years and has been instrumental in developing new solutions and products. While working at ESP, Kyle has worn many hats where he gained experience in client services, training, trouble-shooting, sales, and deployment. At his previous role as Customer Solutions Engineer, he focused on client services support and product development. Previous to ESP, Kyle worked the teller line at a local credit union for four years. He actually used ESP’s legacy software at his location. This real world experience gives Kyle insight into industry best practices and perspective on what the client is experiencing.

To connect with Kyle and learn more about what he can do to streamline your credit union processes, please drop him an email at kwolfley@ESPSolution.net.