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The Client, a leading telecommunications company that provides consumer and business services in the Caribbean. They offer a range of connectivity solutions, including managed services, broadband, managed IT solutions, and mobile services.
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The Approach & Solution
The first step was to quantify the reasons for low NPS scores using advanced analytics tools. This analysis revealed that the complexity of IVR flows was causing a high dropout rate, and language inconsistencies across LOBs were leading to many transfers, frustrating customers and increasing operational costs.
To address these issues, Advantage Communications implemented a multi-faceted approach:
- Customer Insights and Analytics: ACI’s customer insights team used analytics to drill down into the specific reasons behind low NPS scores. This involved examining customer feedback, call recordings, and interaction data to identify pain points and areas for improvement.
- Simplification of IVR Flows: ACI identified that the complex IVR structure was a major factor. To tackle this, ACI simplified the IVR trees, making it easier for customers to navigate and find the information or assistance they needed.
- Consistency in Language Across LOB: The team worked on standardizing the language used across different LOBs to ensure a consistent CX experience. This involved creating a unified messaging strategy and training staff to use this consistent language.
- Agent AI Implementation: AI-powered agents were introduced to provide rapid and consistent responses across all LOBs. This not only improved response times but also ensured that customers received accurate and helpful information regardless of the channel they used.
- NLU-Enabled IVR: Natural Language Understanding (NLU) technology was integrated into the IVR system to simplify interactions and reduce the dropout rate. This technology enabled the IVR to understand and respond to customer queries more effectively, making the self-service experience more intuitive.
- Enhanced Messaging and Support: Support was provided for crafting effective messaging both at the agent level and within the IVR system. This ensured that customers received clear and consistent information, reducing the need for transfers and improving overall satisfaction.
Result
- Reduced Transfer Rates: The transfer rates were reduced by 18%, indicating that customers were able to resolve their issues more effectively within the initial contact, reducing the need for further assistance.
- Increased Customer Containment: Customer containment in the IVR system increased by 12%. This means more customers were able to find solutions through the automated system without needing to speak to a live agent, enhancing efficiency and customer satisfaction.
- Cost Savings: The initiative led to annual savings of 22% of the budgeted run rate. These savings were achieved through reduced staffing needs and more efficient operations.
