Help me understand

How can I achieve call reduction, sustain it, without impacting customer experience?

Picture a see-saw with two players at equilibrium, for an hour. That’s exactly how this is. Reducing calls and costs is one thing. Sustaining it is quite another. And balancing it with consistent or better customer experience makes it more complex and challenging.

Reducing calls is not a one-time project as calls are triggered by due to several factors and are not only linked to the efficiency of the contact centre but also due to changes in the business. Indiscriminate call reduction will severely impact customer experience and infact increase, rather than reduce cost. Identifying the root cause of calls on a continuous basis, constantly learning consumer behaviours and modifying self - service as well as contact management are critical to sustaining call reduction.

We can help you achieve this through ServiceNext™, a cloud based SaaS that continuously predicts, eliminates, avoids and deflects calls while improving customer experience.

The "Problem Predictor" module continuously studies consumer behaviour to identify the root cause for calls and the expected resolution by the consumer at different stages of the customer lifecycle. ServiceNext™ continuously analyses web and contact centre data to improve the efficiency and effectiveness of call deflection through its "ServiceNext-Chat" module. These two modules enable continuous learning and evolution of problem resolution, thereby avoiding potential calls and also reducing repeat calls. In parallel, ServiceNext™ integrates and analyses customer feedback data to improve customer experience. All of this is supported by the agent operations driven through the 24/7 Outperformance platform.