Due to an increase in government cruise regulations, the client sought ideas to reduce their cost to serve whilst improving their customer experience. The client felt they had a large proportion of callers that still called to complete tasks that could be completed within their online self-service tools, their existing virtual agent or could be better served in the lower cost chat channel.
The client’s goal was to drive at least 10% of their voice traffic into digital. The existing call routing system was outdated, often leading to misdirected calls, long hold times and a lack of streamlined processes. These inefficiencies not only affected customer satisfaction but also impacted the operational efficiency and effectiveness of their customer service team.
The client needed a robust solution to modernise their call handling processes, reduce wait times and ensure customers were directed to the right resources quickly and efficiently. This solution was essential to improve customer interactions, enhance satisfaction and ultimately drive better business outcomes.