Client challenge

Client had several call centers where the turnover for customer service representatives was above average and the cost per customer call was high

Solution

We analyzed the IT systems and processes of all call centers to identify inefficiencies. We created a detailed plan of action to modernize all call centers by completing these tasks:

  • Identified KPIs and measured all variables that define efficiency, automation and customer service quality
  • Upgraded all VoIP hardware and software
  • Introduced virtual assistants and chatbots to automate conversations and offload live human agents
  • Deployed RPA scripts to automate several time-consuming processes

Outcome

Our approach to automate all call centers led to operating costs reduction by 25% and query resolution time reduction by 65%. Call center customers were able to adapt to the new features within only 6 months and the customer satisfaction scores were much higher than before our project started.

Note: This work was performed prior to joining Stout.