The cost of labour in most contact centres accounts for approximately 65% of total contact centre operating costs. Automated customer (self serve) interaction solutions help control these costs and, in saving the customer time by automating often repetitious tasks, allow Customer Service Representatives (CSRs) to focus on high value work. These solutions include online payment solutions, change of address and routine process related tasks. Customer Interaction Solutions (CIS) include Interactive Voice Response (IVR) guides for prompting the caller and collecting customer specific data, authenticating, then acting on the captured data to quickly and efficiently finalise the transaction, providing the customer with an option to exit at any time to speak to a CSR.
Benefits:
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Automated CIS facilitates the efficient handling of customer contacts, especially when integrated to back office real-time systems.
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CIS is ideal in managing repeat tasks, eg. gathering change of address information, then processing the data, especially when customers are offered ‘key ahead’ options for repeat callers.
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CIS automation usually requires fewer Customer Service Representatives (CSRs), allowing them to focus on value add contacts.
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Depending on customer needs, Alphawest can offer CIS solutions that can dynamically boost capacity to manage large peaks in inbound contacts. Static site based solutions or fixed number of CSRs do not meet this requirement.
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Call recording for quality, legal or regulatory purposes is another example of a CIS, whereby data can be retrieved to validate the content of a earlier contact.
Features:
CIS solutions can be as simple as a basic voice prompt or voice guides, to more complex speech recognition driving data directed routing solutions to more futuristic biometric authentication. The objective of most CIS is to satisfy customers needs through rapid and efficient transactions, with the option to speak to a CSR as required.
