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Meeting Business Goals with Speech

Meeting Business Goals with Speech. Speech & Self-Service Strategy. Convergys at a Glance. Enabling organizations to enhance the value of their relationships with customers and employees. Solutions and Service Offerings. Customer Care, Human Resources, Billing Services

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Meeting Business Goals with Speech

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  1. Meeting Business Goals with Speech Speech & Self-Service Strategy

  2. Convergys at a Glance Enabling organizations to enhance the value of their relationships with customers and employees Solutions and Service Offerings • Customer Care, Human Resources, Billing Services • Solutions, Software, Outsourcing, Consulting Worldwide capabilities • Industry Strengths Include: Financial, Communication, Consumer Package Goods, Technology, Health Care, Retail, Pharmaceutical • 73 contact, service and data centers worldwide • Over 575 clients in 70+ countries Leading public company • Listed on NYSE, S&P 500, Fortune 1000 • A Fortune Most Admired Company for seven consecutive years • $2.8 billion in revenues

  3. What is Containment? • A contained call is one that is completed within the automated system without operator intervention. • Every contained call drives savings. Understanding those savings is a key starting point. • The larger call volume the application receives and successfully automates, the better the savings look.

  4. Customer Satisfaction (CSAT) • Keep the survey instrument simple for callers to understand, easy to implement, and relevant to the caller experience • Point-of-service-evaluation (POSE) customer feedback tool includes open ended question that captures “voice-of-the-caller”

  5. Basic Tuning Techniques 30.00% 29.00% 28.00% 29.97% 29.86% Percent of Total Call Volume 27.00% 26.00% 26.56% 25.00% 24.00% January February March Sample Results from agent “tick sheets” • Usability testing • Logging calls • POSE survey verbatim analysis • ‘Tick sheets’ kept byagents to record whycallers were requestingagents • Improvements • Trimming and revising prompts usinglanguage callers understand • Adding synonyms to grammars • Streamlining the call flow

  6. Meeting Business Goals • Reduce Customer Care Costs • Maintain CSAT Scenario: Improve containment from 53% to 64% (36% abandoned calls)

  7. Advanced Tuning Techniques Want to know why callers are abandoning automated systems? Please, briefly state the reason for your call. My package is late. You’re calling about a delayed package. Is that correct? Yes. Ask them Natural Language Understanding (NLU) allows the IVR to capture the reason for calling. We use that information to tune the system.

  8. Innovation: CNLU-FAQ application • Constrained Natural Language Understanding marries Frequently Asked Questions Briefly state the reason for your call: My package is late. You’re calling about a delayed package. Is that correct? Yes. Estimated delivery time for packages is 1 to 3 business days. Unless there are unusual circumstances, deliveries should be made by 5 PM. If you’d like to speak with someone, please say “customer service.” (hangs up)

  9. Summary • Remain grounded in the knowledge that every contained call drives savings • Score customer satisfaction from the IVR with a POSE survey • Investigate call containment opportunities with Advanced Tuning Techniques, i.e. Extending NLU at the transfer points • Create FAQ applications using NLU to dynamically drive the content

  10. Questions? Nancy Gardnernancy.gardner@convergys.com

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