Industry: Financial Services Region: EMEA Technology: UC/Customer Care
Knowing that it wanted to improve customer service, a major European bank sought the advice of Cisco to improve its call center operations.
At the time, agents would gather all the customer information during the first few minutes. However, if a customer needed to be transferred to another department, they would have to repeat their request to another agent and start the process all over again. Moreover, sometimes customers would be transferred to the wrong department. This created both customer frustration and longer-than-expected call duration.
Cisco addressed the situation by implementing Call Steering, a technology that enabled the bank's customers to more easily be routed to the correct operation or agent in fewer steps using speech-enabled routing technology.
This solution was integrated with the bank’s interactive voice response (IVR) flow, enabling customers to describe their problem up front (and only once!), then narrow down the correct department to further speak with using an automated system that prompts further questions based upon previous customer answers.
Once the agent is initially engaged with the customer, he or she has their problem diagnosed and can quickly pinpoint next steps, resulting in improved customer experience and reduced costs.
