Use Cases
Customer Service
Use Case: Automate Wrap Ups
Background:
ICBPI group contact center company, providing business process outsourcing for financial and insurance companies in Italy.
- 650,000 calls per month
- 500 agents
Challenges:
- Reduce the repetitive and low-value tasks interfering with the core activities of its agents.
- Lower the pressure on the agents to meet SLAs.
Implementation:
- Launched Automation to automate all wrap ups
- Executes a series of data entry actions, including ticket and database entry log and filing a claim request.
- Frees agents to start with the next task immediately after ending the previous one.
Benefits:
- Reduced AHT of the wrap-up phase up by 82%
- Achieved 100% adherence to process SLAs.
- Increased process accuracy to over 99%.
- Increased employee satisfaction
Use Case: User Administration
Background:
Global Service Center provides 24/7 service to ~4200 staff for IT & business applications, telecom services, travel inquiries and 24/7 emergency assistance.
Challenges:
- The process of deleting an employee from the company’s systems, involved about 8 different systems and took more than 20 minutes to complete
Implementation:
- Robotic Automation fully automates the user deletion process and eliminates this task from Customer Service employee’s daily activities.
Benefits:
- Handle time reduced by 83% (from 20 to 3.5 minutes)
- Zero process errors
- CS Employee’s free to focus on other services
Use Case: Call Handling Support
Background:
Contact Center handles a variety of call types, including billing, sales, technical support, and collections
Challenges:
- Agents perform most tasks manually
- Reviewing bill looking for increases
- Transfer of calls related to setting a payment arrangement to collections department
- Processing retention offers across numerous systems
- Agent training is very time-consuming
Implementation:
- Implemented Desktop Robotic Automation to support agent during and after the call with:
- Reviewing customer invoices to determine where the increases were
- Adding retention offers to a customer’s account
- Automated suggested call wrap up notes generation
Benefits:
- 27% reduction in transfers to collections department
- 70 second reduction in Average Handling Time of calls handled by the postpaid department
- Reduced amount of training time per agent
Use Case: Delayed Orders
Background:
Large European Telco call center
Challenges:
- Agents contact home users to activate their account
- Agent checks connection status using multiple desktop and web systems
Implementation:
- Robotic Automation implemented to support agent by collecting all the necessary information and filter the distracting fields. Data was displayed in a form of modern and easy to understand dashboard available for agents during the call
Benefits:
- Case data retrieval time was reduced from 1:26 minutes to 11 seconds
- Follow-up creation from 15 seconds to 4 seconds
- Agent productivity – can concentrate on the actual work
Use Case: Billing Inquiry
Background:
Large European Call Center
Challenges:
- Many incoming customer calls are about their last bill
- Agents search for it in the billing system, which takes time
Implementation:
- Billing dashboard built to support agents with all necessary information in one place:
- Immediate access to last bill
- Immediate access to last paid invoice by the calling customer
- Immediate access to customer data
Benefits:
- Data retrieval time was reduced from 1 minutes to 10 seconds
- Agent productivity – can concentrate on the actual work