how-data-driven-contact-center-analytics-delivered-us$40-million-savings

how-data-driven-contact-center-analytics-delivered-us$40-million-savings

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时间:2019-08-01

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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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