Company Overview:
The world's largest shipping company, this client employs over
60,000 people worldwide, with offices in more than 100 countries.
Their fleet comprises more than 250 vessels and includes container
vessels, tankers, car carriers, supply ships, special vessels, and
drilling rigs.
The company needed better control over excessive annual call
volume of three million or more interactions. The firm utilized
four geographically dispersed contact centers as their customer
service hubs. Moreover, this client was experiencing rapid growth
through acquisition and required a means for smoothly integrating
new operations.
Purpose:
To implement a flexible, scaleable, customer contact solution
integrating four disparate operations centers. Reduce the impact of
overwhelming call volume with advanced self-service
applications.
Business Objectives:
- Decrease hold time and lessen the occurrence of answered
calls.
- Provide visibility and analysis of all aspects of the customer
experience.
- Implement formal CSR training.
- Utilize performance monitoring to provide immediate coaching
and edification of personnel.
- Develop ongoing performance monitoring and continually
fine-tune system and process for optimum results.
- Utilize relevant business insights to support customer
segmentation strategies.
- Make better use of advanced self-service offerings to relieve
burden of calls handled by CSRs.
The Solution:
- Replaced the existing IVR platform with a speech-enabled
application including shipment tracking and detailed logistics,
arrival status, release status through Customs, ship number, etc.
and optimized navigation of the new self-service solution.
- Centralized routing logic and balanced activity between four
disparate operating centers.
- Designed and implemented a CRM application with visibility of
customer contact history, behavior patterns and product/service
purchase record.
- Implemented a web-based, Computer Telephony Integrated (CTI),
multi-application screen pop.
- Deployed advanced forecasting and scheduling solutions.
The Process:
- Phased approach included planning and design, multi-phase
deployment, and managed support and monitoring services to aide the
customer's IT transition to the new platforms.
- Established customer interaction quality measures and
monitoring.
- Implemented Contact Command Center to centralize workforce
management functions.
Results:
- Reduced call volume handled by agents 22%.
- Call handle time decreased 10%.
- Improved one-call resolution 30%.
- Average hold time decreased 75%.
- Containment rate improved from 20% to 34% in the self-service
application.
- Service delivery improved across all areas of the
organization.
