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ID:40370604
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页数:4页
时间:2019-08-01
《how-data-driven-contact-center-analytics-delivered-us$40-million-savings 》由会员上传分享,免费在线阅读,更多相关内容在学术论文-天天文库。
1、CaseStudyGeneratinGanaLYtiCSimpaCtHowdata-drivencontactcenteranalyticsdeliveredUS$40millionsavingsClientGenpactsolutionBusinessimpactFortune100financialservicesfirmOptimizedthecontactcenterbyUS$40millionincostsavingsthroughcomplementingtechnologywithadefect-collaborativebusinessprojec
2、tsandindustryfreemeasurementsystem,proactivesustainedthoughtleadershipthroughdata-Financialservicesdecision-making,andextensivedatadrivenanalyticsandintelligentreporting.Businessneedaddressedmanagementpracticesthroughdata-driven•Reducedoperatingcostsby5%to7%YoYOptimizecustomercontactc
3、enteroperationsanalyticsandintelligentreporting•Increasedself-servicepenetrationby25%toreducecosts,increasecustomersatisfaction,andeliminatefunctionalsilosby•Increasedfirstcallresolutionby12%implementingadvancedanalyticstomonitor•Improvedcustomersatisfactionscoresbyperformanceanddrive
4、sustainedbusinessmorethan700bpsimpactforcontinuousimprovementPROCESS•ANALYTICS•TECHNOLOGYBusinesschallengeasiloeddataenvironmentwithsignificantmanualinterventioninday-to-dayfunctionsandAFortune100financialservicesfirmbasedintherudimentaryuseofanalytics.AlthoughwillingtoUnitedStateswit
5、hassetsofmorethanUS$25investinstate-of-the-arttechnology,thecompanybillionneededtooptimizeitscustomerservicelackedtheappropriateoutcome-focusedreportingoperationsofitscards’division.Thecompanyhasandinsightstodeterminesuitableinvestments.customerservicecallcenterssetupacrossmorethan15s
6、itesintheU.S.,thePhilippines,andIndia,Thefirstchallengewastointegrateprocessesandwith2,500+customerservicerepresentativessetupabest-in-classmeasurementsystemforhandling100MM+callsperyeartoaddresscustomerserviceKPIs,reducemanualintervention,customerqueriesaboutabroadrangeoffinancialand
7、optimizetheserviceenvironmenttolowerproducts.Inadditiontotelephone,thefirmoffersoperatingcosts.AstherelationshipevolvedandcustomerservicecapabilitiesoverIVR,web,mobileinterimgoalsweremet,thechallengebecameservicing,ande-Chat.toimprovecustomerexperienceandloyaltybysynchronizingservicin
8、gacro
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