Case Study

Improve Efficiency and Customer Satisfaction without Increasing Costs

About Client

The Client, a leading telecommunications company that provides consumer and business services in the Caribbean. They offer a range of connectivity solutions, including managed services, broadband, managed IT solutions, and mobile services.

The company faced a significant decline in its Net Promoter Score (NPS) over the past two years, leading to overstaffing in their contact centers. Client needed:

15% budget reduction in the contact center

Improve efficiency and customer satisfaction without increasing costs

The Approach

The first step was to quantify the reasons for low NPS scores using advanced analytics tools. This analysis revealed that the complexity of IVR flows was causing a high dropout rate, and language inconsistencies across LOBs were leading to many transfers, frustrating customers and increasing operational costs.

To address these issues, Advantage Communications implemented a multi-faceted approach:

Customer Insights and Analytics: ACI’s customer insights team used analytics to drill down into the specific reasons behind low NPS scores. This involved examining customer feedback, call recordings, and interaction data to identify pain points and areas for improvement.
Simplification of IVR Flows: ACI identified that the complex IVR structure was a major factor. To tackle this, ACI simplified the IVR trees, making it easier for customers to navigate and find the information or assistance they needed.
Consistency in Language Across LOB: The team worked on standardizing the language used across different LOBs to ensure a consistent CX experience. This involved creating a unified messaging strategy and training staff to use this consistent language.

Deployment of Advanced AI and NLU technologies

Advantage Communications developed a comprehensive solution that included the deployment of advanced AI and NLU technologies.

Agent AI Implementation

NLU-Enabled IVR

Enhanced Messaging and Support

Agent AI Implementation: AI-powered agents were introduced to provide rapid and consistent responses across all LOBs. This not only improved response times but also ensured that customers received accurate and helpful information regardless of the channel they used.
NLU-Enabled IVR: Natural Language Understanding (NLU) technology was integrated into the IVR system to simplify interactions and reduce the dropout rate. This technology enabled the IVR to understand and respond to customer queries more effectively, making the self-service experience more intuitive.
Enhanced Messaging and Support: Support was provided for crafting effective messaging both at the agent level and within the IVR system. This ensured that customers received clear and consistent information, reducing the need for transfers and improving overall satisfaction.

Result

Reduced Transfer Rates: The transfer rates were reduced by 18%, indicating that customers were able to resolve their issues more effectively within the initial contact, reducing the need for further assistance.
Increased Customer Containment: Customer containment in the IVR system increased by 12%. This means more customers were able to find solutions through the automated system without needing to speak to a live agent, enhancing efficiency and customer satisfaction.
Cost Savings: The initiative led to annual savings of 22% of the budgeted run rate. These savings were achieved through reduced staffing needs and more efficient operations.

Contact Advantage Communications Inc

Advantage Communications Inc. (ACI) is an Innovative Global Customer Contact Center for top brands. ACI provides smart and efficient BPO solutions that are custom-designed to be an extension of a brand and its business model.

ACI’s Contact Centers are located in Canada and Jamaica, providing scalable multilingual solutions, reliable business continuity, and the best-branded customer experience across the board.