Making the switch
Client Business Challenge
A global financial services company needed to improve phone channel quality to achieve a business goal: providing extraordinary customer service. Legacy touchtone systems created an undifferentiated caller experience on hundreds of millions of calls per year, forcing callers to make multiple calls to the system in order to access different applications.
The company set a goal to increase utilization of self-service functionality and simultaneously reduce call durations in phone self-service.
Tellme Solution
Tellme proposed an application solution that optimized the balance between cost containment (automation) and caller satisfaction. The resulting solution created one-stop access to all accounts and applications.
The implementation consolidated more than 15 DTMF applications to Tellme's on-demand platform. In doing so, they achieved carrier-grade reliability while reducing capital and maintenance expenditures. Working together with the client, Tellme built a roadmap for future enhancements to drive personalization, integration of brand assets, and cross-channel convergence with the web.
Results
First and foremost, callers have reported a dramatic increase in the quality of their self-service. With the Tellme solution, a single call provides access to all the financial service's applications, enabled by a streamlined authentication procedure providing faster, secure access to their data.
This solution resulted in significant automation rate improvements of 4% points and a parallel decrease in IVR and agent talk time, especially for the highest volume applications.
Through the improved caller experience, the elimination of legacy infrastructure, more accurate routing, and a unified, more stable platform, this top services brand has realized over $10 million in savings annually to the business.
