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Decreasing Call Transfers and Improving Customer Experience.
Source
https://www.teneo.ai/blog/decreasing-call-transfers-and-improving-customer-experience
June 19, 2023
Call transfers and long hold times in customer service can significantly impact customer satisfaction (Csat) and First Call Resolution (FCR) rates.
Research shows that when calls are transferred or put on hold, the customer experience can be negatively impacted. According to a study by SQM Group,
https://www.sqmgroup.com/resources/library/blog/call-transfer-hold-performance-impact-csat-and-fcr
19% of customers who call a contact center are transferred to another agent.
This transfer results in a 12% lower customer satisfaction rating and a 14% lower First Call Resolution rate compared to when a customer is not transferred.
The primary reason for these transfers is often due to the initial voice menu system (IVR) failing to route the customer to the correct agent or due to the agent’s insufficient knowledge, skills, and abilities.
Furthermore, how a customer is transferred can also affect satisfaction and resolution rates. For customers who were “warm transferred” (meaning their call was handed off directly from one agent to another with the customer on the line), satisfaction and resolution rates were significantly higher.
This is because customers do not have to repeat their information to the new agent.
Still, the ideal scenario for most customers is for the first agent they speak with to handle their call without needing a transfer at all.
Hold times also have a considerable impact on customer satisfaction and resolution rates.
The research shows that 46% of customers are put on hold during a call, and this results in a 15% lower customer satisfaction rating and a 19% lower First Call Resolution rate compared to when customers are not put on hold.
The typical hold time is between 30 seconds and five minutes, and customers often prefer a “live hold” (where they can speak to an agent at any time) over being put on mute.
From a cost perspective, American consumers spend, on average, 13 hours per year
https://hbr.org/2019/02/why-is-customer-service-so-bad-because-its-profitable
in calling queues, costing an estimated $38 billion.
A third of complaining customers must make two or more calls to resolve their complaint, and some simply give up out of exasperation after the first call. This is particularly prevalent in industries where customers have few alternatives, such as airlines, cable, and internet services.
To mitigate these issues, many businesses are turning to contact center platforms that can automate many customer service tasks and integrate multiple communication channels.
These platforms streamline the customer service process, reduce the need for call transfers, and provide agents with the necessary context to handle calls more effectively.
In this guide, we will explore strategies to decrease call transfers and improve the overall customer experience in contact centers. We will cover different types of call transfers, the benefits of reducing them, and effective strategies to implement.
Additionally, we will provide real-world examples of enterprises that have successfully solved this problem using AI-powered customer service solutions.
Understanding Call Transfers
Call transfers involve rerouting calls to other agents when the initial agent is unable to resolve the customer’s issue. Common reasons for transfers include wrong routing, the need for specialized assistance, or escalation to senior employees.
Excessive call transfers can result in frustrating experiences for customers and inefficiencies for contact centers.
Types of Call Transfers
- Cold Transfers
These occur when the receiving agent has no knowledge of the caller’s issue, leading to the customer having to repeat their problem. Cold transfers can prolong call duration, causing frustration for both parties involved.
- Warm Transfers
In this scenario, the first agent provides relevant information about the caller to the second agent, ensuring a smoother transition.
Warm transfers can be done manually or with the help of integrated technology that automatically sends customer information along with the call.
Benefits of Reducing Call Transfers
Reducing call transfers positively impacts several key customer support metrics, including
- Call Transfer Rate (CTR),
- First Contact Resolution (FCR), and
- Average Handling Time (AHT).
It also enhances the overall customer experience, as studies show that customers are likely to discontinue business with a brand after a bad experience.
Strategies to Reduce Call Transfers
Better Call Routing
Implementing techniques such as location-based routing, status-based routing, campaign-based routing,
https://appsource.microsoft.com/es-es/product/web-apps/artificialsolutions1610634679270.openquestion?tab=overview
VIP call routing, or even Conversational IVR that can help direct calls to the most suitable agent from the beginning, minimizing the need for transfers.
Conversational IVR
Leveraging this technology enables contact centers to capture caller intent more effectively. Instead of navigating through a list of options, customers can state their reason for calling, and Natural Language Understanding (NLU) interprets their speech, routing them to the most relevant agent.
Learn how Telefónica Germany
https://www.teneo.ai/learning-hub/conversational-ivr-case-studies/telefonica
reduced call transfers and increased IVR resolution rate, here.
https://vimeo.com/836242076
No-Code Platforms for Reducing Call Transfers
Simplify the process of setting up automation for improved call routing techniques. These platforms eliminate the need for extensive coding and allow easy integration of services to optimize call transfers.
Improve Self-Service Options
Enhance self-service channels such as interactive voice response (IVR) systems,
https://www.teneo.ai/blog/interactive-voice-response-ivr
chatbots, and knowledge bases. By providing customers with relevant and accurate information upfront, you can reduce the need for them to speak to an agent and potentially eliminate the need for a transfer.
Agent Training and Knowledge Base
Invest in comprehensive training programs for agents to equip them with the skills and knowledge required to handle a wide range of customer inquiries. Additionally, create a robust knowledge base that agents can refer to during calls, reducing the likelihood of transfers due to insufficient information.
Customer Feedback and Analysis
Regularly gather feedback from customers regarding their experience with your contact center. Analyze the feedback to identify recurring issues that lead to transfers and take proactive measures to address them. By understanding customer pain points, you can make targeted improvements to decrease call transfers.
Learn how Telefónica Germany reduced call transfers and increased IVR resolution rate, here.
https://www.teneo.ai/learning-hub/conversational-ivr-case-studies/telefonica
Monitor and Optimize Call Metrics
Continuously monitor call metrics such as call duration, transfer rate, and resolution rate. Identify patterns and trends that indicate opportunities for improvement. Set performance goals for reducing transfers and regularly assess progress towards those goals.
Use AI-Powered Analytics
Leverage AI and machine learning to analyze customer interactions and identify patterns that lead to transfers. AI-powered analytics can provide insights into the root causes of transfers and enable you to take proactive measures to address them.
Real-World Examples for Improved Call Routing
Telefónica Germany
Telefónica implemented the OpenQuestion
https://www.teneo.ai/solutions/openquestion
solution to enhance customer engagement and support across multiple channels. OpenQuestion provided real-time answers, personalized experiences, and omnichannel interactions.
- OpenQuestion handled almost one million voice-based requests per month, along with 200,000 customer requests via SMS and WhatsApp.
- The solution supported the creation of over 400 generic use cases and 20 personalized use cases.
Swisscom Reduces Call Transfers
OpenQuestion served as the first point of contact for Swisscom customers across four languages. It expanded products and services while improving the customer experience. Results achieved include:
- Ensuring natural and continuous conversation beyond simple Q&As.
- Efficiently resolving simple customer requests through easy self-service.
- Assigning inquiries quickly and accurately, resulting in improved customer satisfaction.
Learn more, here.
https://www.teneo.ai/learning-hub/conversational-ivr-case-studies/swisscom
Global Top 3 Technology Provider
OpenQuestion saved agent call time by referring 55% of callers to web resources and reduced misrouted calls from 60% to 30%.
Additional achievements include:
- Decreasing Average Handle Time by two minutes per call.
- Reducing customer friction due to multiple transfers.
- Achieving a call containment average of around 60%.
Learn more, here.
https://www.teneo.ai/learning-hub/conversational-ivr-case-studies/csg
Global Healthcare Tech Company
OpenQuestion replaced the traditional keypad navigation system with an intuitive and user-friendly interface.
Results achieved include:
- Reducing call misrouting by 90%.
- Decreasing the call workload in contact centers by 8%.
- Full integration with existing tech stacks and deployment to handle full traffic within 90 days.
Reducing call transfers is essential for improving customer experiences and optimizing contact center operations.
By implementing better call routing techniques, leveraging conversational IVR,
https://www.teneo.ai/blog/what-is-conversational-ivr
and utilizing no-code platforms, businesses can minimize call transfers and provide exceptional customer experiences.
Best practice examples such as Telefónica Germany, Swisscom, a large software company, and a global healthcare tech company demonstrate the effectiveness of AI-powered solutions like OpenQuestion in addressing this challenge.
By following these best practices and leveraging AI-driven customer
https://www.teneo.ai/blog/how-generative-ai-unlocks-new-possibilities-in-a-contact-center
service tools, businesses can decrease call transfers and provide exceptional customer experiences. Remember that continuous monitoring, analysis, and adaptation are crucial for long-term success in reducing call transfers and enhancing the customer experience.
Customer Experience With Ai Telephony Self Service.
Streamlining Customer Experience with Telephony Self-Service: Challenges and Solutions.
Source
https://www.teneo.ai/blog/customer-experience-with-ai-telephony-self-service
June 19, 2023
In today’s digital era, the voice channel continues to play a crucial role in customer communication, defying predictions that it would diminish in importance. Voice calls remain the most convenient and efficient communication channel. And with new technologies impacting telephony self-service, major developments are possible.
Additionally, customers’ expectations for quick and efficient service continue to rise, while concerns about identity theft have heightened their confidence in the voice channel. As businesses strive to enhance customer experience, protect personal information, and manage costs, automated voice-based solutions, such as telephony self-service, have become widely adopted.
The Importance of Interactive Voice Response (IVR):
Interactive Voice Response (IVR) serves as a key component of telephony self-service, employing touchtone (DTMF) or automated speech recognition (ASR) technologies. IVR performs essential functions, including call routing, caller identification, customer segmentation, and complete customer service interactions without human agent involvement. Implementing IVR enables businesses to reduce costs, improve customer service, and ensure operational efficiency.
Advantages and Disadvantages of Telephony Self-Service:
Telephony self-service offers significant advantages, such as cost reduction, freeing agents from repetitive tasks, shorter queue times, and enhanced customer satisfaction. However, it also presents challenges, including inflexibility, long-winded menus, perceived low customer value, and increased session abandonment rates. To address these drawbacks, businesses should focus on designing user-friendly IVR menus, finding the right balance between self-service and live agent support, and providing clear exit paths to human assistance.
Harnessing Speech Technology and Cloud-Based Solutions:
While DTMF IVR has proven successful, automated speech recognition (ASR) provides greater flexibility and functionality, bridging the gap between digital and voice interactions. Despite initial cost and ongoing support considerations, cloud-based solutions offer an alternative by reducing upfront investment and providing on-demand access to telephony resources. These solutions overcome capital investment hurdles and offer operational flexibility without additional costs for system upgrades.
Unlocking the Potential of Telephony Self-Service:
Telephony self-service adoption varies across sectors, with finance and the public sector leading the way. Large contact centers are more likely to offer telephony self-service compared to mid-sized and small centers. On average, about 33% of calls are handled entirely through self-service without agent involvement. However, not all calls are suitable for self-service, as complex inquiries or customer preferences for human assistance may require live agent support.
Enhancing Customer Adoption and Experience:
Introducing OpenQuestion,
https://www.teneo.ai/solutions/openquestion
an advanced AI IVR solution for smart call routing and contact center transformation. Powered by Teneo,
https://www.teneo.ai/product/why-teneo
OpenQuestion streamlines customer interactions and improves operational efficiency with its easy module installation.
How OpenQuestion Works:
OpenQuestion utilizes cutting-edge AI technology, including Teneo’s patented Linguistic Modeling Language (TLML)
https://www.teneo.ai/solutions/openquestion/accuracy-booster
and conversational context understanding. By asking the question, “How can I help you today?” OpenQuestion intelligently routes customers to the most suitable agents, reducing average handling time and providing agents with relevant information before they pick up the call.
Cost-Effective and Simple Installation:
OpenQuestion offers a cost-effective and simple installation process. Its subscription model ensures you pay only for what you use, based on a basic fixed cost and call volumes.
The Impact of OpenQuestion:
Numerous organizations have experienced significant benefits after implementing OpenQuestion.
A global top 5 tech company projected a $39 million return on investment, along with a 30% reduction in misrouted calls and a 2-minute decrease in average handling time.
OpenQuestion replaced failing keypad navigation, improving overall customer satisfaction.
The Impact of Generative AI on Customer Service.
Source
https://www.teneo.ai/blog/the-impact-of-generative-ai-on-customer-service
June 15, 2023
How to use AI in Customer Service with new innovations, such as Large Language Models and generative AI.
This article explains the transformative potential of generative AI, particularly its ability to amplify the quality of customer service and enhance operational efficiency for businesses.
Improving Customer Service through AI
Customer service excellence remains a cornerstone of successful business operations. In this context, generative AI is breaking new ground, providing businesses with AI-powered customer service bots to cultivate stronger customer relationships, fuel customer loyalty, and create brand advocates.
Generative AI is projected to dramatically increase company productivity, with some estimates predicting an uplift of up to 40% by 2035. By automating routine tasks, generative AI provides customer service agents the bandwidth to handle more intricate issues, requiring a human touch.
One of the primary applications of AI in customer service is chatbots. AI-powered bots can interact with customers on behalf of the company, responding to customer queries and requests in a human-like manner, thanks to natural language understanding. Businesses have been steadily adopting chatbots, incorporating them into their service models to answer customer questions and automate routine tasks.
For instance, businesses use chatbots to handle routine queries such as delivery dates, balance owed, and order status. The use of advanced technologies, including Conversational AI, NLU, TLML,
https://www.teneo.ai/solutions/openquestion/accuracy-booster
and machine learning, enables bots to respond to customer support requests instantly, dramatically improving the customer service experience.
Benefits of AI in Customer Service
Generative AI has the capability to manage straightforward tasks such as addressing customer queries. This alleviates the workload of customer service teams, enabling them to dedicate more time to value-adding tasks and nurture deeper relationships with customers.
Blending Generative AI into Existing Service Tools
Generative AI can be seamlessly melded with existing service tools and IVR applications. By integrating with platforms like?Amazon Connect, Genesys Cloud CX,?Google Cloud,?Microsoft, businesses can offer an AI-powered conversational experience that resolves service requests rapidly with plugins, thereby enhancing customer satisfaction.
The Future of Customer Service with Generative AI
Generative AI’s power lies in its ability to automate mundane tasks, provide immediate responses, and maintain 24/7 service availability.
It promises to offer unparalleled benefits to businesses and customers alike. By enriching and automating customer service delivery, generative AI empowers agents to focus on complex, human-centric issues.
Join the generative AI revolution in customer service. Sign up for updates and stay ahead of the competition!
The adoption of LLM is a transformative step towards improving online customer experiences, retention rates, and even generating revenue. Businesses that effectively leverage this technology will undoubtedly reap the benefits in the form of improved customer satisfaction and increased operational efficiency.
As we move forward, GPT and others will continue to reshape the landscape of customer service, opening new avenues for innovation and growth. An example of this revolution is OpenQuestion,
https://www.teneo.ai/solutions/openquestion
a tool that enables contact center transformation with a straightforward plugin, from an IVR to a Conversational IVR.
With the help of GPT, OpenQuestion adopts a smart approach to call routing. It begins interactions with the simple question,
“How can I help you today?”
This approach not only personalizes the customer interaction but also ensures the swift routing of customers to the most suitable agent. As a result, the average handling time reduces, and call agents are provided with a clear summary of relevant information.
Generative AI is not just a fancy tech buzzword; it’s a game-changer for customer service. By automating routine tasks and providing immediate, personalized responses to customer queries, it allows businesses to deliver exceptional customer experiences and boost their bottom line.
Improve customer experiences and increase operational efficiency with generative AI and request a demo now
https://www.teneo.ai/contact
or watch how Telefónica achieved IVR transformation with Teneo/OpenQuestion here.
https://vimeo.com/836242076
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