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News : Group O Enhances Customer and Agent Experience Using OpenSpan
ATLANTA, Mar 5, 2013 -- OpenSpan, Inc., a provider of worker optimization, desktop activity management and automation solutions, announces that Group O, a business process outsourcing provider, has realized significant contact center operational improvements leveraging the OpenSpan desktop automation solution.
Group O provides robust customer care services to support the reward cards that it fulfills annually on behalf of its client roster. As part of its continuous improvement process, Group O sought a solution to consolidate contact center applications to streamline work processes for a more efficient customer service experience.
"We realized we needed a way to bridge the disparate systems and enhance the customer experience," commented Paul Flemr, director of customer care for Group O. "In order to keep our leadership position and better serve our clients and customers, a change was in order."
Group O researched a variety of automation solutions. Key factors that were considered included improved workforce management methods, improved efficiencies, and improved agent and client satisfaction. Following a comprehensive demonstration and proof of concept of the OpenSpan solutions, Group O selected OpenSpan to move forward with its contact center project, and deployed the solution.
"The OpenSpan solution provided great options for the front end dashboard display to agents and allowed other applications to run in the background," said Flemr. "This allowed agents even more focus on the tasks at hand and the customer on the phone, which has improved the overall customer experience."
The company rolled the solution out one team at a time, paralleling with untrained agents on the use of both the new and old ways of doing business. "The differences in average handle time (AHT) and call presentation accuracy between the trained and untrained agents were striking and the results helped us affirm our choice of OpenSpan," said Flemr.
Using OpenSpan desktop automation, Group O has realized performance improvements related to AHT, quality and customer satisfaction scores. AHT on calls supported by OpenSpan automations improved by as much as 40%; quality and customer satisfaction scores have increased by close to ten percent in target categories.
"Business process outsourcers like Group O are always seeking ways to differentiate their service and performance," said Eric Musser, chief executive officer at OpenSpan. "Group O’s approach to improving the agent experience using desktop automation technology has had an almost immediate impact to their contact center operations. Like many of our customers, Group O has the ability to implement desktop automations to specific agent groups in an agile, iterative process, and subsequently deploy best practice automations to across its contact center agent population. The result is a highly refined, higher value customer interaction that positively impacts the customer experience."
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