Increase the speed of processing requests by 2.4 times and increase sales: a bank case
Posted: Thu Dec 05, 2024 8:13 am
What to do if call center specialists do not have time to process all requests, and clients have to wait - on the phone line, in the online consultant chat, social networks? You can increase the staff, but we recommend using automation technologies. We tell you what solution one of our clients found.
Features of the MCN Telecom client
In banks, insurance companies, as in some other industries (for example, in sri lanka phone number library online hypermarkets, mobile operators), work in call centers does not stop around the clock. Clients contact specialists to clarify many questions: from clarifying how to make a transfer to urgently canceling a fraudulent transaction.
Our customer, one of the Russian banks, had several operators working at the same time. However, this was not enough: clients constantly had to wait for a specialist to respond, especially if they contacted in writing, via the website, application, messengers or social networks. In some cases, even after waiting for an answer, the client remained dissatisfied: due to information overload, managers got confused, reported incorrect information or forgot to record important agreements.
Often the waiting time exceeded 30 minutes (and longer at night), and this was unacceptable. If a customer, for example, had their bank card stolen, they want to block it as quickly as possible, at any time of day, and are not prepared to wait a long time for an operator to respond.
Our customer asked us to find a solution that would speed up work with clients without reducing the quality of processing requests.
Finding a solution
All requests to our customer could be divided into two formats: oral and written. Oral requests came via phone calls (we do not consider personal requests in branches), written requests came via an online consultant, messengers and social networks.
In order to process both flows of requests, we used two products - Voice Robot and Chatbot. Both of these tools allow you to automate and speed up work with customer questions and operate in a similar way. Therefore, the first stage of work was no different.
Formulation of typical questions
First of all, we asked the customer to formulate the main topics of questions from clients to the call center and the wording of questions within these topics. Thus, he divided the questions by banking products (with an additional category - questions about the work of offices), then by topics (for example, debit cards - card registration, blocking, money transfers, currency transfers and other topics), and then - by specific questions. For each of these questions, the customer's representatives formed a detailed and precise answer that did not require clarification from the operator.
Much of this work had already been done when preparing scripts for call center operators, but the list of questions needed to be updated to make the work as effective as possible.
This must be done so that the Voice Robot and Chatbot understand customers' questions and can answer them.
Connecting the Voice Robot
Features of the MCN Telecom client
In banks, insurance companies, as in some other industries (for example, in sri lanka phone number library online hypermarkets, mobile operators), work in call centers does not stop around the clock. Clients contact specialists to clarify many questions: from clarifying how to make a transfer to urgently canceling a fraudulent transaction.
Our customer, one of the Russian banks, had several operators working at the same time. However, this was not enough: clients constantly had to wait for a specialist to respond, especially if they contacted in writing, via the website, application, messengers or social networks. In some cases, even after waiting for an answer, the client remained dissatisfied: due to information overload, managers got confused, reported incorrect information or forgot to record important agreements.
Often the waiting time exceeded 30 minutes (and longer at night), and this was unacceptable. If a customer, for example, had their bank card stolen, they want to block it as quickly as possible, at any time of day, and are not prepared to wait a long time for an operator to respond.
Our customer asked us to find a solution that would speed up work with clients without reducing the quality of processing requests.
Finding a solution
All requests to our customer could be divided into two formats: oral and written. Oral requests came via phone calls (we do not consider personal requests in branches), written requests came via an online consultant, messengers and social networks.
In order to process both flows of requests, we used two products - Voice Robot and Chatbot. Both of these tools allow you to automate and speed up work with customer questions and operate in a similar way. Therefore, the first stage of work was no different.
Formulation of typical questions
First of all, we asked the customer to formulate the main topics of questions from clients to the call center and the wording of questions within these topics. Thus, he divided the questions by banking products (with an additional category - questions about the work of offices), then by topics (for example, debit cards - card registration, blocking, money transfers, currency transfers and other topics), and then - by specific questions. For each of these questions, the customer's representatives formed a detailed and precise answer that did not require clarification from the operator.
Much of this work had already been done when preparing scripts for call center operators, but the list of questions needed to be updated to make the work as effective as possible.
This must be done so that the Voice Robot and Chatbot understand customers' questions and can answer them.
Connecting the Voice Robot