Solutions and Results: Delivering Strong ROI
Shorter calls drove increased caller satisfaction AND helped drive operational expenses down by 30%!
CS Week - Phoenix - April, 2016
CALLER PERCEPTIONS of the IVR INCREASED across the board.
Without menu and call flow improvements that led to increased self-service containment, Southern Company would have needed ~17 FTEs to cover the ~9% increase in call volume!
ICMI Call Center Conference - Las Vegas - October, 2015
Our ongoing relationship with SoCalGas has produced dramatic self-service rates.
CS Week - Ft. Worth - May, 2017
JEA achieved historical self-service highs, with solid caller satisfaction, and estimate $430k+ in potential agent savings attributed solely to their menu changes.
ICMI Call Center Conference - Atlanta - October, 2013
Hydro One went from speech to “press or say,” after years of speech-only, and won a “President’s Award” in the process.
Conferences Connect Conference - Tampa - February, 2011
Over nine years, Pacific Power’s stable menus assisted incremental improvement in self-service utilization / call containment, as additional options were added and existing applications took a solid footing.
IVR Doctors' IVR Master Class - Portland - May, 2015
DTE Energy reported $250,000 in telecom savings in the first 9 months after their cutover to “say or press.”