Tethr, a Creovai company的动态

Transcript

One of the biggest areas we see in cost savings is repeat contact. So you know, you don't have to talk too many contact center leaders and say, hey, if I could help you do reduce your repeat contact by 10%, what would that be worth? I can tell you right now that's going to be a very big number for most contact centers relative to their overall budget. So if you say, OK, that's the goal. The question is do you even know why your customers call you back on a regular basis? Do you have the information around why people call you more than once about a particular issue? And in fact, when we look at the data, the question is not only did they call back, but how many times did they call back? We see, we've seen recontact reports show five and six and seven calls against a particular thing in a recontact series, which becomes extraordinarily expensive. And So what you're really looking to do is say, if I could eliminate that repeat call, then I could actually make sure that we do those things. So again, why do I get repeat calls? I understand I get repeat. Else and generally it's because we as a company didn't provide the customer something they needed in the first call, right. And So what we want to do is we want to make sure that whatever that customer called in about that we make sure that we. We absolutely provide them the next step. So with a wire transfer, you might be setting expectations about when they're going to see the funds in their account. With a discount, you might see things where it's going to be, when is that discount can be applied. It might be when we're going to send a technician. There might be information about who that technician is, when they're going to show up, how you'll be contacted in advance of that information so that you can set your, you know, you kind of know that your day is going to be in order. There's all kinds of expectation setting that when we don't do those expectations. Getting, we get a phone call, we get a repeat call and that repeat call is extraordinarily expensive and it was unnecessary. And so again, if you have the historical data that says why do customers recontact me? That's the great thing about having conversation intelligence. You have all this information. We know the things that cause it. We can generate responses to those things, setting expectations or or better answering questions we didn't answer properly the first time. And then we can give that information to our agents in real time. So now what I do is I have. Real time weapon to actually fight recontact in the conversation that I'm having in the first phone call. And that's where it matters the most. So again, if we can understand what's causing recontact and understand how to combat them and give that to agents in real time, and then obviously we can see if it's working in post call. Again, at scale, we can continue to refine that as we go. We are going to see a reduction in recontact. We are going to see agents handling more calls for first time contacts and we're going to get better first contact resolution. So we're just going to have a win, win, win. Across the board and we're having a significant cost savings while we're doing it.