Delivering increased contact centre savings through queue optimization

Wysdom delivers $4.6M annualized savings with a 20% improvement in agent queue transfer rates.

As businesses continue to augment contact centre operations with automated virtual agents, new opportunities can be found to improve customer experiences with access to the right data.

When a large Canadian telecommunications company found themselves in this exact position when customers needed to talk to an agent. In many cases, customers end up being transferred from one agent to another, usually due to an incorrect queue assignment from the virtual agent or the need to interact with multiple agents. Not only is this annoying for them, but it puts an extra cost on the business.

The challenge for the company was to reduce the number of transfers, keeping customers happier and saving on call centre costs. Previously, the telecom used a virtual assistant to support its two lines of business (wireless and wireline), with a combined 30 queues covering sales, billing and tech support. The agent-to-agent call transfer rate was too high at around 13.5%.

To solve the problem, the company needed to identify where queue mapping could be more efficient, identify situations where customers were being incorrectly transferred and use an additional step to ensure customers were in the right queue. 

Enter Wysdom.

Project goals

Solution

Wysdom started working closely with the company to understand all the customers’ steps through queues and study why calls were being transferred so frequently.  This approach involved a thorough intent-to-cue mapping exercise to understand customer needs and the call centre responses.

By updating the mapping to reflect how calls were allocated to queues, more calls were placed in the right queue, helping reduce the issue. Also, by adding a confirmation step for users in the agent escalation process, customers could see if they were assigned to the correct queue, with the option to confirm, or decline and transfer themselves to the right queue.

Providing customers with a dash of interactivity and a greater understanding of the process helps to reduce tension, and is always a good thing for a customer. It leads to greater success outcomes and makes the call centre process more efficient. 

Within the business, the study also revealed insights into queue escalations and transfers. As a bonus, Wysdom was able to give the telecom company some useful advice about opportunities to improve agents’ skills across specific queues and query instances.

For example, many customers who were in the tech call centre queue were transferred by an agent to the billing queue. On investigation, this was because people had issues with their services and wanted refunds, as a follow-up. The telecom is now working on enabling tech agents to provide low-value refunds without the need to transfer the call. That’s another win for the call centre and the customer!

The impact

Through this process, the client found rapid value increases in time, efficiency and value savings. The major impact was a 20% reduction in the internal agent queue transfer rate, with a reduction in incorrect routing and greater efficiency for the call centre.

The mapping exercise based on studying transfer patterns (intent-based routing) helped improve the quality of call centre operations. 

The new user queue confirmation step before agent escalation (queue confirmation), improved customer satisfaction and understanding of the system. 

Customers with multiple issues to solve that require multiple queues are more likely to have their issues resolved faster. 

Results

Looking forward

Any customer service process needs to be regularly monitored, especially as technology takes over.  The company and Wysdom plan to assess the further impact of agent cross-training to consolidate natural business process next steps spread over queues. Through continuous monitoring and optimization of queue transfer patterns, we can identify more queue mapping gaps for further action and business improvement. 

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Most chatbot implementations will fail to meet business needs, unless they are continuously optimized and tuned to your customers’ natural language, intents and KPIs. With our managed chatbot operations, Wysdom can guarantee you that your chatbot will meet or exceed the mutually agreed KPIs. That’s true Wysdom.

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Artiom Kreimer

VP, Product & Analytics

Artiom has spent 10 years in software and mobile engineering, specializing in quality assurance and customer service. He has worked in testing and QA at both startups and in enterprises such as Clickfree, TELUS, and Freescale Semiconductor.

Michel Benitah

VP, Optimization & Delivery

Michel has 20 years of experience in leading the successful delivery of Conversational AI and Natural Language Customer Care solutions to some of the largest financial, telco, healthcare, utilities, and retail enterprises throughout North America. 

 

Prior to joining Wysdom, Michel spent 20 years at Nuance Communications, holding senior management and leadership positions within the enterprise division, most recently as director of the Toronto office and professional services team.

Frederic Lam

SVP, Sales

Fred brings in 25 years of international experience in sales and business development across North America, the Caribbean, Asia-Pacific, Europe, and the Middle-East.

 

Prior to Wysdom.AI, he held sales leadership positions at Oracle, Redknee, and Movius/Glenayre, successfully growing revenues in both large and small organizations. Fred has also been involved in the start-up community in the earlier stages of his career as an Investment Manager with SP Capital and was an alternate director on a few investee companies.

Karen Chan

Chief Engineering Officer, Co-Founder

With 20 years of experience in software and mobile, Karen has held senior technical roles at 5 startups, including Wysdom.AI, Clickfree, Mobile Diagnostix (HP), Teamatic, and Virtualthere.

Karthik Balakrishnan

Chief Technology Officer

Karthik has over a decade of hands-on, proven global expertise in emerging technologies and implementing intricate platforms and solutions for telecommunications and enterprise during his time at Amdocs, with senior positions in their India, Cyprus, America, and Canada offices.

Nitin Singhal

Chief Operating Officer

Nitin has over 20 years of success in global executions of business technology, driving operational efficiency and digital scalability for some of the world’s largest enterprise clients. 

 

Nitin spent 16 years at Redknee holding executive positions in Research and Development, Customer Operations, Partner Alliances, and most recently as COO.

Jeff Brunet​

President, Co-Founder

Jeff has more than 20 years of experience in the startup world, founding and growing 4 software companies: AracNet, Mobile Diagnostix (HP), ClickFree, and Wysdom.AI. 

 

His in-depth understanding of software development and the challenges in making new technologies successful in the startup world prove invaluable as he serves on the boards of XMG, SurfEasy (Opera), Locationary (Apple), Groupie, and as an advisor to Pushlife (Google), LogMeIn (IPO) and HP. 

 

Jeff holds 23 issued patents in the wireless and consumer electronics spaces and is the lead inventor on 30+ pending patents.

Ian Collins​

CEO, Co-Founder

Ian has founded and grown 6 technology companies over the past 20 years, primarily in the enterprise software space including Wyrex, Mobile Diagnostix (HP), Clickfree, and most recently Wysdom.AI. 

 

Ian invests, mentors, and sits on the boards of several startups in the Toronto area.