Our client decided to go digital. They saw how automaton was drastically shifting their industry and wanted their contact centers to reap the benefits with two goals in mind:
- Reduce operating expenses
- Engage customers with their preferred self-service options
To achieve their goal, they deployed an automated IVA. As calls were redirected, critical performance areas became negatively impacted which included:
- Service Levels
Looking at the chart below, you can see how the IVA transition left only the complex calls for the agents, driving up their AHT:
Like many companies who explore self-service automation, our client faced unexpected results. When these surprises come up, our clients count on us to help target the root cause and fix it in real-time. Insite enabled our client to drive a superior customer experience while optimizing key service areas impacted by the IVA deployment.
We take pride in helping clients avoid unwanted surprises as they implement new technologies. If you are looking to transition a large portion of your call volume to self-service, CLICK HERE or call 239-338-8719 for an exploratory discussion.