Initial Situation
A contact center provides mass secretarial and back-office services. Its main customers are small and medium-sized enterprises operating in the financial and insurance sectors.
A secretarial service differs significantly from ordinary call center services. This is a special type of interaction between the subscribers of the service (i.e. the clients of the contact center) and their customers. In this situation, the contact center does not act as the end point of communication, but acts as a kind of relay, performing the transformation, classification and processing of messages. Naturally, it fulfills part of the customer's requests itself; another part it passes on to the subscribers in a revised and processed form.
Essentially, it is a three-way interaction. This task cannot be solved by traditional contact center management tools.
Task for SoftBCom
01
The contact center as a communication intermediary must not have a negative impact on the relationship between subscribers and their customers: there must be no loss of information and no falsification of data.
02
SL standards must be followed for each action.
03
The response time should not inconvenience customers; the standard provides for a maximum of 40 seconds. Customers should not feel any difference between direct interaction with their service provider and a call center.
04
The customer message that the contact center receives by phone must be presented to the subscriber in writing in a predefined standard format - which means that it must be processed accordingly during the conversation between the customer and the agent. This saves the subscriber time and means he no longer has to be permanently available himself.
05
Manageability must be maintained even when agents are distributed (both in the office and home office).
06
Contact center costs should be minimized by eliminating routine manual processes and rework, and by shortening lead and implementation times for new projects.
Solution
- An all-in-one solution for contact centers and ticket systems was deployed and set up.
- Blended mode for phone messages, email editing and sending, SMS sending, custom calendar management, templates for letters and SMS, automatic message creation.
- Customer requests that cannot be resolved immediately by an agent are converted into tickets, which are further processed according to the agreed business logic of the contact center.
- Typed but customized projects for all subscribers take into account the specifics of information processing, different office hours, schedule changes of key employees and other specifics.
- The work of contact center agents has been automated, and unproductive manual processes have been eliminated.
Project results
01
The task was completed.
02
The quality of customer service has improved.
03
Customer satisfaction has increased.
04
The controllability of the processes has increased.
05
The average handling time (AHT) of calls was halved.
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