1 / 9

Natural Language Call Routing

Natural Language Call Routing. John Kirst, Vice President Sales and Business Development - TuVox August 7 th , 2006. Impact of Customer Service on Market Share. Did you Know?.

susanna
Download Presentation

Natural Language Call Routing

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Natural Language Call Routing John Kirst, Vice President Sales and Business Development - TuVox August 7th, 2006

  2. Impact of Customer Service on Market Share Did you Know? If customers rank your service as “excellent”only 10% of your market share is unsecured.A “Good” customer service rating can see 40% of that market share depart. Source: Customer Satisfaction research conducted by AT&T Full article: http://www.thinkingmanagers.com/management/customer-satisfaction.php

  3. What’s Wrong WithCustomer Service? Research by Australian based company has shed light on the issues which cause most aggravation to consumers. Sources of annoyance: • Touch-tone - 93% • Extended waiting times - 78% • Unsolicited telemarketing - 69% • Direct mail - 67% • Email spam - 38% • Bad service - 34% • 77% of people polled felt service standards had fallen in the last 12 months • 61% said their expectations and demands about service and courtesy had increased

  4. Traditional Solution – IVR Menus Offer a hierarchy of push-button options and hope the caller falls out the right place at the end … It’s common experience that 10% or more of callers don’t get to the right spot, and have to be transferred from place to place Retail Sales

  5. Superior Caller Experience Starts with How You Answer the Phone

  6. Callers speak naturally Rather than navigate menus Welcome to Blue Sky Financials Please select from one of the following two options If you are a customer press 1 If you are a Representative or Broker press 2 Please enter your Social Security Number, followed by the # key To hear a tutorial, press 1 For portfolio details and recent transactions, press 2 To change your Personal Identification Number, press 3 To go to the Main Menu, press 4 Please enter your Personal Identification Number, followed by the # key For your year-end account balance, press 1 For year-end dividend and capital gain information, press 2 To order duplicate tax forms, press 3 To return to the main or previous menu, press * Superior Caller Experience Hierarchical Menu vs. “How Can I Help You”

  7. Telecom New ZealandBusiness Challenges Business Challenges • 11 million calls per year and growing • Expanding number and complexity of products and services • Inconsistent caller experience across multiple 800 numbers • High percentage of callers “zero out” therefore bypassing automation • Maximize investment in Genesys CTI

  8. Solution at Telecom New Zealand Natural Language Speech Navigator • High-accuracy skills-based routing with Genesys • 150+ destinations, 35 self-service topics • Customized greetings and messaging based on DirectTalk attributes and/or DNIS • Opt-in account information and financial info-blasts Telecom New Zealand Lines Of Business Served • Residential • Small Enterprise • Mobile • Faults (Trouble/Repair) • Broadband Help Desk • Credit & Collections • Select Advertising 800’s Broadband Troubleshoot/Connect Mobile FAQ

  9. Telecom New Zealand Benefits of Natural Language Routing • Increased automation rates • No lengthy menus • Faster access to information • Faster time to resolution • Improved call routing accuracy • Callers speak in their own terms • More self-service destinations • Anticipate caller need/reason for calling • Maximized agent productivity • Maximized agent productivity • Less agent rework • Pre-call processing • Expedited/efficient authentication

More Related