Achieving customer service excellence

One of the key problems of the contact center was a profound lack of transparency, leading to no clear strategies for optimizing tasks. This uncertainty resulted in customers enduring long waiting times and a noticeable decrease in customer satisfaction. To solve those issues Operavix stepped in, becoming instrumental in unlocking efficiency and introducing clarity. This pivotal move was crucial in steering the Contact Center towards operational excellence and enhanced customer satisfaction.

Operavix addressed the contact center’s challenges with Task Mining technology. This innovative approach enabled a comprehensive analysis of customer interactions, including the precise calculation of tasks executed during each contact. Operavix identified and outlined various scenarios for handling client requests, revealing key opportunities for automation and RPA (Robotic Process Automation). Furthermore, by determining the root causes of sub-optimal employee performance, Operavix provided essential insights for optimization of customer service processes.

The deployment of Operavix led to a substantial increase in the contact center's efficiency. Analysis of over 2 million calls provided critical insights on the actual execution of tasks. It enabled an 86,000-hour cut in manual labor annually across 280 employees. This efficiency gain was primarily due to accelerated call processing facilitated by significant reduction in call holding times, and the automation of labor-intensive tasks that were previously manual.