Company Overview
"How successful are you at automating your transactions? What's your percentage of caller opt out to live agents?"
Contact Solutions (CSI) shared IVR and contact automation services help contact centers and the managing Business Process Outsourcers (BPOs) obtain maximum value from contact automation. By continuously improving all aspects of their contact center automation, our customers reduce live agent transfers while improving customer service. Even slight increases in contact automation have been proven to raise customer satisfaction while saving millions of dollars.
Just a Few Tenths of a Percent Automation Improvement Can Save Millions of Dollars
By managing and monitoring hundreds of IVR applications for our clients, we have developed the industry's most advanced technical expertise in developing and implementing shared IVR systems that help customers save millions and improve customer satisfaction. CSI IVR applications have been implemented across many vertical markets. By continuously improving our processes and our client applications, our solutions help solve business problems now that contact centers need to have solved.
CSI is a call center company that is uniquely suited to help you gain optimum value from your contact automation and save millions. Our proven processes and technical expertise, demonstrated in our Centers of Excellence, will improve your customer satisfaction and bottom line. We have the expertise, processes, and people to help you improve your customer satisfaction and bottom line.
Our 7/24/365 focus is on one technology - shared IVR services - and we have found that we can save our clients millions of dollars because we measure automation improvements to the tenth of one percent and are constantly looking for ways to optimize our client's contact center automation. When you view improvements with this amount of granularity, the savings to the bottom line can be tremendous. We quantify, measure, document, and report back on all of the key data points.
Knowing Contact Automation to the Tenth of a Percent
Companies and government agencies with large contact centers view shared IVR service utilization as the most impactful way to improve their contact automation. When done correctly improved automation translates into savings of millions of dollars and significant customer satisfaction improvements. Organizations that deploy shared IVR services focus on enhancing the caller experience, while reducing the number of unnecessary calls that opt out to a live agent. By focusing on contact automation improvements that affect automation rates, Contact Solutions clients realize huge costs savings and improved customer service.
Historically, organizations that wanted to automate their contact centers had only one option - purchase a lot of IVRs, hire an outside consultant to build the applications (and then leave), stick the IVRs in the data center, and forget about them. In time, commercial and public sector contact centers began to realize that they had accumulated a lot of unnecessary technology without seeing any additional automation improvement and cost savings besides a small increase when the equipment was deployed. The economic promise of automation was not happening and callers regularly began to search for ways to bypass the IVR to get to a live operator.
It was not until shared IVR services from CSI emerged as a better option that these organizations began to realize the huge cost savings available from automating the contact center the right way. By bringing to the market a comprehensive, enterprise-approach to shared IVR services at a level not seen before in the market, CSI clients began to realize the huge potential savings available to them. CSI focuses exclusively on the IVR and how it can improve contact automation which allows our clients to experience huge savings from even very slight improvements in automation. By measuring improvement to the tenth of a percent, CSI demonstrates how its clients could save millions of dollars by automating more effectively since automation improvements can be measured and tracked. Contact centers that had seen slight improvements when they deployed new hardware, now were gaining tremendously higher automation rates after they shifted to CSI shared IVR services, in some cases as much as 60 percent higher!
Getting the Power from Your IVR
CSI helps companies and government agencies improve their contact center automation and drive up customer satisfaction levels. CSI provides everything they need to know from their IVR which in many cases includes things that were not even known to ask for. By going with a shared IVR approach, instead of having their IVRs managed internally by an overburdened and under-focused internal IT group, organizations can drive down the cost of customer self-service and at the same time improve satisfaction by making live agents more productive. Our vast experience and expertise led to the development of our Centers of Excellence which considers high performance and execution in every aspect of contact automation.
Costs savings happen by:
- Reducing live agent calls
- Reducing live agent call duration
- Decreasing IVR calls
- Decreasing IVR call duration
Truly maximizing the IVR is a complicated process. Companies typically look at their IVRs as static devices once they are deployed. They do not spend a lot of time and energy optimizing the IVR's potential effectiveness. Most companies don't have an IVR strategy and if they do, they don't often have the right metrics and plan. Frequently, the IVR is managed by an IT staffer who also has many other technologies and initiatives to manage as well. Our clients have found that working with CSI to maximize the IVR and its applications can lead to tremendous business opportunities.
We're always looking for ways to help our clients to maximize their automation by asking the right questions:
- Is there additional data that can be provided in the IVR to reduce live agent opt out?
- Are the right metrics being monitored?
- Are callers getting what they need from the IVR?
- Are callers performing how we expected they would?
- Is the caller experience helping us get new sales?
- Should speech be implemented?
- Are live agents prepared properly if the caller opts out?
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