reduce average handle time, while maintaining an excellent customer experience
DESCRIPTION
Here is a business case for one of the top security software companies in the industry. They were interested in reducing average handle time for call center agents, reducing churn, and reducing second tier escalation by 35%. Check out the slideshare to find out how implementing a Virtual Agent into their Call Center helped them to exceed their expectations.TRANSCRIPT
noHold, Inc. Copyright© 2014
Reduce AHT, while maintaining an
excellent customer experience.
Business Case:
Security Software
How one of the top security
software vendors reduced AHT and
improved agent productivity, while
maintaining an excellent customer
experience.
Part of the Call Center is in house.
Part of it is Outsourced.
The company wanted to …
1. Reduce Average
Handle Time (AHT)
2. Reduce Churn
3. Reduce Second Tier
Escalation by 35%
Initially, the company
built a Knowledge Base
(KB) and deployed to all
agents to address these
goals.
Unfortunately, the KB included a poor Search Engine that
frustrated agents.
“Too many unrelated results!”- Security Software Call Center Agent
The KB also lacked any scripting that agents could leverage
during the call.
“The article is too long, it cannot be easily used during the call!”- Security Software Call Center Agent
After a few months the company
decided it was time to make a
change.
The company
discovered that
these problems
could be solved
by a Virtual Agent.
A Virtual Agent is a Web Application that looks similar to Live Chat.
Hi Welcome to the Security Software Virtual Agent. Select a link below or search for your solution.
Security Software AllLive
Security Software SafeAcess
Security Software Total AntiVirus
Security Software Protection Plus
1. Virus Found message
stays after quarantine
2. Updates not to
complete
3. Scan hangs
Hi Welcome to the Security Software Virtual Agent. Select a link below or search for your solution.
Security Software AllLive
Security Software SafeAcess
Security Software Total AntiVirus
Security Software Protection Plus
1. Virus Found message
stays after quarantine
2. Updates not to
complete
3. Scan hangs
You type your question here
.vdf error
1. Virus Found message
stays after quarantine
2. Updates not to
complete
3. Scan hangs
You get your answer here
.vdf error
A .vdf error will appear when the newest definition file failed to download. Check the Internet connection and try to download again.
Did the new VDF file download completely?
Yes, the VDF file downloaded
No, the VDF file did not download
YOU
The solution is provided by an Artificial Intelligence …
not humans.
To start, the company added content on four products.
Hi Welcome to the Security Software Virtual Agent. Select a link below or search for your solution.
Security Software AllLive
Security Software SafeAcess
Security Software Total AntiVirus
Security Software Protection Plus
1. Virus Found message
stays after quarantine
2. Updates not to
complete
3. Scan hangs
Then made the Virtual
Agent available to
inexperienced agents.
Call Center agents launched the Virtual Agent by clicking on an internal
desktop icon.
In most cases, the Virtual Agent found a solution.
.vdf error
A .vdf error will appear when the newest definition file failed to download. Check the Internet connection and try to download again.
Did the new VDF file download completely?
Yes, the VDF file downloaded
No, the VDF file did not download
YOU
1. Virus Found
message stays after
quarantine
2. Updates not to
complete
3. Scan hangs
In some cases, the Virtual Agent provided escalation to the second tier.
1. Cannot Download
2. Does Security
Software protect my
identity?
3. How many devices
will Security
Software Protect?
Did the new VDF file download completely?
Yes, the VDF file downloaded
No, the VDF file did not download
No, the VDF file did not downloadYOU
Click here to escalate to Tier 2.
Both cases helped
improve Average Handle
Time by helping agents
reach a solution quickly.
Churn was improved
because Agents
became more
knowledgeable.
By implementing this
tool, inexperienced
agents were able to
reduce second tier
escalation by 45%.
Exceeding the company’s expectations.
Additional benefits:
Increased Customer
Satisfaction
Reduced Training Time
Improved Consistency
After the success of the Virtual Agent, the
company added 10 more products and deployed
the tool to all agents.
Lessons Learned…
Select a Virtual Agent that is Interactive and Diagnostic to have the best chance at increasing First Contact Resolution (FCR).
Position the Virtual Agent so that it is easy for agents to access.
If you are not sure what people may ask, start with your FAQs or select a small number of products.
Don’t spend too much time trying to make it perfect. Instead, create an ecosystem where you can measure results quickly and adapt.
www.noHold.com
noHold Inc. builds Virtual Agents that help some of the most successful
companies in the world, increase revenue and decrease cost, while
increasing customer satisfaction.
Smarter Self-ServiceAttract. Convert. Fulfill. Support.
Thank You
noHold, Inc. Copyright © 2014