This multinational communications, electronics and IT corporation has a health solutions arm delivering connected devices for which Blue Ocean provides both sales support and customer service support.
For both types of customer calls – sales and support – the client was using an IVR system which directed calls, by type, to an appropriate contact center agent. However, the IVR was not integrated with the client’s off-the-shelf, cloud-based help desk ticketing system, Zendesk. As such, once customers were connected to a live agent, the agent would need to verify account information and manually enter other details. These steps and manual entry resulted in longer Average Handle Times, lower quality customer experience, and, sometimes, inaccuracies or errors in customer information. Streamlining this process would improve all of these areas.
Collaborating with our information services experts and the operations team that supports this client, Blue Ocean’s technology team designed a custom integration between the IVR and Zendesk ticketing system. The integration ensures that all questions answered through the IVR, including customer or product ID, language, category of call, and more, are automatically recorded in a web-based app that integrated directly with the ticketing system. With this seamless integration in place, when the customer is connected to an agent, their information automatically pops up on the agent screen. Instead of spending valuable call time on verification and manual entry processes, agents are able to jump immediately in to resolving the customer’s issue.
With development and testing from both a back-end and front-end perspective completed, Blue Ocean launched live demos with the client to ensure all objectives were met. From there, agents underwent one-on-one training to get up to speed quickly.
The custom integration between the client’s ticketing system and IVR was immediately successful. The data reveals that after the IVR integration, AHT per call was lowered by 53 seconds reducing cost per call. Efficiency is a core component of a good customer experience – with the streamlined process in place and average handle time successfully lowered, our quality assurance results improved as well. We measure “How would the customer rate the service experience?” as part of our QA process. After integration of the systems, the customer rating increased by 34%.
Contact us today to learn how an IVR Custom Integration can streamline your processes and improve customer experience. Learn more about the various IT Services we provide to our clients.
Publish Date: December 5, 2017 5:00 AM
Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.
A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.
CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.
ChatGuard makes payments in Chat PCI DSS compliant and...
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Award-winning PCI compliance phone and multi-channel payment application.
PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
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