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Gilad Odinak CEO & Founder Spoken Communications 425-679-0696 Spoken

“How Can I Help You?” A Unique Approach to Increasing Call Center Capacity Through Guided Self-Service. Gilad Odinak CEO & Founder Spoken Communications 425-679-0696 www.Spoken.com. Call Center Change Drivers. Self-Service Oriented Society Explosion in Contacts Downward Cost Pressures

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Gilad Odinak CEO & Founder Spoken Communications 425-679-0696 Spoken

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  1. “How Can I Help You?”A Unique Approach to Increasing Call Center Capacity Through Guided Self-Service Gilad Odinak CEO & Founder Spoken Communications 425-679-0696 www.Spoken.com

  2. Call Center Change Drivers • Self-Service Oriented Society • Explosion in Contacts • Downward Cost Pressures • Providing Self-Service Through the Phone “ We are a self-service nation…” -Dr. Jon Anton, Benchmark Portal

  3. History of Self-Service • Gas Station • ATM • Airport Check-in • Retail U-Scan • Telephone Guided Self-Service

  4. Like Checkout at Home Depot™ Assists Self Service Checkout to Ensure Completion

  5. Automation Today 90% 10% Trying to figure out why you are calling Expensive resources answering simple questions

  6. New Era Solution Guided Self-Service™ for Call Centers 10% 90%

  7. Guided Self-Service Impact #1 - Fully Integrated Solution A Fully Integrated Human Agent and Speech Technology Solution

  8. Guided Self-Service Impact #1 - Fully Integrated Solution The Impact The Call Center is Now Armed with a Way to Save Costs and Increase Customer Satisfaction and Drive Self Service Adoption

  9. Guided Self-Service Impact #2 - Silent and Simultaneous Agents Can Now Assist Callers from Behind the Automation Silently and 4 Callers Simultaneously

  10. Guided Self-Service Impact The Impact #2 - Silent and Simultaneous X

  11. Guided Self-Service Impact #3 - Opt In vs. Opt Out Keep Calls from Opting Out By Providing Right Amount of Assistance at the Right Time.

  12. Guided Self-Service Impact The Impact #3 - Opt In vs. Opt Out Satisfied Callers Who Drive Self Service Adoption

  13. Guided Self-Service Impact #4 – 4 x Agent Productivity Call Center Agents Can Now Handle4 Calls at One Time

  14. Guide Guide Guide Guide Guide Guide Guide Guide Guide Guide Guide Guide Guide Guide Time 4 3 2 1 Simultaneous Calls Time Shift The Workload 1:49 Automation Automation Automation Automation Automation 1:02 Automation Automation 1:37 Automation Automation 1:56 1:56

  15. Guided Self-Service Impact #5 – Self Service Guaranteed Call Centers Guarantee the Success of Self Service by Providing Guided Self Service through Silent and Simultaneous Assistance

  16. Guided Self-Service Impact #5 – Self Service Guaranteed The Impact Self Service Works and Adoption Keeps Increasing

  17. Positive Changes Ahead If your IVR technology could successfully model your best agents by starting each call with “How can I help you?” and guarantee the appropriate outcome, would it improve the caller experience? Results of Benchmark Portal Study, October 2006

  18. Summary • Fully Integrate Technology and Agents for Guided Self Service Experience • Agents Now Handling Simultaneous Calls Silently and Making Self-Service Work • Get Callers to Opt-In to Customer Self Service • Agent Productivity Increases 4x with Guided Self-Service • Self-Service Guaranteed

  19. More Research • Best Practices White Paper www.Spoken.com

  20. The End Thank You Spoken Communications www.Spoken.com 425-679-0696

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