Leading a large and geographically dispersed service organization, myob was challenged in measuring and articulating exactly why their customer were contacting. Without this insight, they struggled to understand exactly what levers they could pull to systematically reduce their inbound customer demand.
As a strategic priority, they spent thousands of hours analyzing their existing contact center data to find meaningful insights but even with the help of speech analytics solutions they weren't surfacing the types of results that intuitively felt right. The data was not lining up with the problems they were seeing in the contact center which meant they could not connect the dots and drive the right types of decisions for their customers and business.
They needed a solution that combined human decision making with technology at scale, to drive improved decision making and better customer outcomes at scale.
Having data they could trust, not just within the contact center but across the broader business, so everyone knew exactly where to focus to change the profile of their customer demand.
Myob used Operative Intelligence to analyze their inbound customer interactions, identify the root cause of contacts at scale and quantified actionable opportunities to improve customer, people and operational dimensions of their service operations.
Within 2 weeks, myob had a solution to a problem they have been working on for 4 years. Finally having data they all believed in, they were immediately able to re-cut product deliverables which focused on resolving customer issues versus deploying new features, which for the support managers was the 'Holy Grail'.
As an industry, we've become highly proficient in managing and optimizing support interactions as they occur within the contact center. These strategies have been guided by traditional and important metrics like Average Speed of Answer, Average Handle Time and in the last decade, Customer Satisfaction and NPS.
The primary purpose of outbound call or contact centers is to conduct outreach to potential and current customers. Some even offer opportunities for customers to select the time they’d like to speak with one of their agents. Whether they’re trying to sell a good or service, support onboarding, encourage product usage, or enhance customer retention, outbound call centers are designed to manage large volumes of outgoing calls while maintaining great customer service.
Knowing which call center phone system to invest in is critical for any call or contact center. The right phone software can support improved agent performance, optimized call center efficiencies, and a better customer experience.