Company Overview:
This leading U.S. air carrier operates more than 3,000 flights a
day to more than 200 U.S. domestic and international destinations.
They are one of the largest international carriers based in the
United States.
Purpose:
Improve the customer experience when booking flights via the
telephone. By improving the transition from IVR to live customer
service representatives, the carrier sought to save time and money
while providing greater customer satisfaction.
Business Objectives:
- Eliminate customer angst associated with the need to repeat
information already provided in the pre-existing IVR
application.
- Reduce costs associated with prolonged call handle times due to
duplicative data entry.
- Provide more flexibility and control relative to IVR and agent
interaction.
The Solution:
- Designed, installed and implemented call routing from an IVR
farm to 4,000 agents in six contact centers around the world.
- Provide agents with caller identification and purpose of the
call when transferring an interaction from the IVR solution.
- Enabled intelligent screen population based on data entered in
the IVR. The solution collects over 100 pieces of information from
the IVR application and delivers it to an agent's desktop
application.
- Information now populates an agent's desktop application in all
of the correct data fields, positioning itself at the point where
the caller opted out of the IVR.
The Process:
- Performed a detailed roadmap to create a reusable and
extensible platform to provide fully automated customer self
service, high-performance load balancing for call routing, and
robust desktop integration with the self-service platform, so
customer would not need to "start over" when reaching a human
being.
- Managed the implementation to include multiple technology
vendors and service provider partners.
- Architected and implemented the migration of three major
divisions while laying the groundwork for transitioning the
remaining smaller divisions.
Results:
- Customer has been able to significantly reduce agent head
count.
- Caller satisfaction improved significantly since customers no
longer must repeat information already provided in the self-service
application.
- Call handle time is reduced because agents are not required to
reenter customer data.
- Agent morale is improved since they are dealing with less
caller distress.
- Client now manages routing modifications resulting from
staffing changes at any site.
- Emergencies, such as weather-related contact center shutdowns,
can be handled automatically.
