Self Service automation
Do you collect common information about the customer as part of your standard call introduction? This could involve authenticating the customer so that their enquiry can be dealt with. This information is often a mix of textual information – name and address for example; and numeric/alphanumeric information – account number and PIN; and purely numeric information – such as a reference number or telephone number. This means that a simple “touch tone” IVR application is unlikely to be sufficient.
The solution
Using Speech Recognition to automate the process of identifying the caller can have a dramatic impact on call centre resourcing needs. Consider an operation that has an average call duration of 5 minutes, with the first part of the call requiring you to verify the identification of the caller. This will be done by collecting some structured information - such name, address, postcode or date of birth.
Calculating the savings
This combination of verification data is suitable for a speech application to automate and is consistent with many different types of call. Once the call purpose has been identified, the call can be routed as appropriate. If this application were to save just 30 seconds in the Agent’s call handling time then there would be a 10% reduction in resource needs. If your operation is 200 seats and you operate your centre 7 days a week then a very simple calculation means this will save you resourcing for circa 30 staff. But this may just be the start of your savings as having identified the caller you can then offer them a range of services that are automated, for example balance enquiries, making payment etc.
Self service opportunities
It is commonly assumed that users will always prefer speaking to a human being, rather than using a self-service option. But is this always necessarily the case? A better question to ask is, “In which situations would a self-service, speech-recognition-enabled solution be more advantageous than calling a human operator?” The answer could involve some of the following:
- Avoiding the need to wait for an Agent to become free;
- To review customer information (for example order status) prior to speaking to an Agent;
- To provide personal information in an anonymous manner i.e. without the interaction with a live Agent;
- To save time in executing a straight forward transaction e.g. a simple booking
- To access the organisation on a 24 by 7 hour basis, outside the normal hours when the call centre is open.
So you can see that the mathematical logic of applying speech recognition is easy to understand. If technology can either allow you to reduce call durations, or even to fully-automate calls, at a lower cost than recruiting, training, housing, and paying for human advisers, then the sums are bound to work in your favour.
Find out more about how RXP can help you to reduce the costs of customer contact.
