Cost savings of $9.2K: the equivalent of hiring four full- time employees.
A 56-second average handling time reduction for voice channels.
A 3% call volume reduction for their frontline staff.
The client
A leading courier and freight service company with a global network of over 2,000 parcel pick-up and drop-off locations including 24/7 parcel collections and secure parcel lockers.
The challenge
In May 2022, the client’s frontline team received over 28,000 customer interactions, of which, 63% were voice calls. To improve their frontline efficiencies and reduce their cost to serve, the client wanted to make live chat their primary customer contact channel of choice. Their voice-to-chat channel goals involved deflecting 70% of calls to chat by June 2022 and 80% by July 2022.
The solution
Probe CX designed a volume management optimization plan broken up into four segments:
- The agent profile
The hiring profile encompassed the combination of strengths needed to be a successful voice and chat agent. - Multi-skilled agents
The agents were trained to achieve flexibility in catering to a variety of complex transactions. - Workload routing
Updated the client’s cloud-based call routing plug-in (Oration by Convai) so only customers calling from a landline are routed to voice channel. - Hours of operation
The hours of operation were extended by an additional two hours.
