Challenge

A large telecommunications service provider with a 440-seat customer service center and a call volume of 15,000 calls per day came to Microlog with several challenges:

• Total talk time per call exceeded 5 minutes; the goal was to reduce this by at least 10 percent, or 30 seconds.



• The customer service center was experiencing an unacceptable call abandon rate of 22.2%.



• 25 percent of calls were being transferred to others, which was also contributing to unacceptably high abandon rates and customer dissatisfaction.

No self-service facility was in place. Estimates concluded that at least 5 percent of calls received could be resolved with complete customer self-service.

Solution

• Microlog professionals configured and implemented a contact center solution that included:



• A voice-based self-service facility to reduce call abandonment and increase customer satisfaction and retention – using modern, automatic interactive voice response (IVR) technology.



• A mechanism that would quickly and automatically select the best service representative for solving the customer’s problem -- based on key customer information combined with the customer’s reason for placing the call.



• A solution that would enable delivery of higher quality service to customers opting for human interaction.

Results

As a result of the Microlog solution, this client is saving nearly $1 million per year from improved agent productivity. ROI breakeven point was reached in 120 days from:

• A 21.5 percent reduction in average talk time and a 74.4 percent decline in the call abandon rate.



• A call transfer rate of 6 percent total calls – versus 25% prior to the Microlog solution.



• A self-service facility that manages and closes over 1,000/calls per day. Previous to the Microlog solution, no service calls were closed with self-service.