Creating a high-quality experience for your customers is no easy task, yet is an absolute essential for businesses in the digital age.
Our client faced one of the key challenges that is associated with delivering a great customer experience: the necessity of developing organizational efficiency.
Download the case study to find out how Fractal delivered an automated solution to streamline the process of handling customer calls, leading to a significant amount of time saved for our client’s customer care agents.
Delivering a great customer experience requires efficiency throughout an organization. Better use of data can help.
The challenge
Our client’s contact center - which accounted for 11 thousand hours of agent time each day and nearly 18 million conversations a year - was being slowed by a large amount of requests and limited agent time.
In particular, agent time was being wasted handling queries that were sent to the wrong department, leading to longer wait times for customers.
The Results
Our solution saved customer care agents 40% of their time
We defined 11 key categories for automated responses
70% of customer calls can now be handled by a virtual agent
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