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The contact center achieved faster customer service, saving 90,000 hours annually
Achieving customer service excellence
Customers
Impact
00001
hours saved
yearly reduction in manual labor for 280 employees
calls analyzed
0000001
+
One of the key problems of the contact center was a profound lack of transparency, leading to no clear strategies for optimizing operations. This uncertainty resulted in customers enduring long waiting times and a noticeable decrease in customer satisfaction. Confronted with these challenges, Operavix intervened, 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.
Challenge
01
Operavix addressed the contact center’s challenges head-on with Task Mining technology. This innovative approach enabled a comprehensive analysis of customer interactions, including the precise calculation of operations 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 operations.
Solution
02
The deployment of Operavix led to a substantial increase in the contact center's efficiency. Analysis of over 2 million calls provided critical insights about the actual execution of operations. It enabled a 90,000-hour reduction in manual labor annually across 280 employees. This efficiency gain was primarily due to accelerated call processing facilitated by robot-operators, significant reduction in call holding times, and the automation and RPA of tasks that were previously manual and labor-intensive.
Outcome
03
“
“
Iris Patel
Director of customer experience
"It feels like we've hit the refresh button on our customer service. Our interactions are now more flexible, and we've not just cut down response times; our support has also become more thoughtful and effective."
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