Case Study: Automotive DMS Company Saved $23,000 With Creovai

The Challenges

Initially, this customer came to Creovai with the goal of automating their existing quality assurance (QA) processes.

When they put their call data into Creovai and saw their data mapped against industry benchmarks, however, they identified additional areas of opportunity that weren’t on their QA scorecards at all.

Before beginning an automation process, leaders at this company elected to use Creovai’s insights to guide focused sprints, in order to bring certain lagging areas of the call centre up to speed.

The Solution

This customer saw great success with focal point sprints, based on the data received through Creovai’s benchmarking feature.

Leaders were able to identify areas of opportunity within the call centre, like a need for fewer instances of powerless-to-help language and a need for increasing advocacy language, and focus on each of these areas for a month in order to improve call centre performance.

The Results

After implementation, the results were near-immediate. In just the first 90 days and the first three month-long sprints, call centre performance improved drastically.

Each area of focus saw often a 100% increase or more in just the 30-day sprint, and that improvement didn’t drop off after the sprint was over.

In fact, leadership observed such striking changes that they began to utilize Creovai-based benchmarking and dashboarding in additional ways.

• $23,000 saved in the first five months

High-effort calls have longer handle times, and longer handle times cost more money than shorter handle times.

By utilizing Creovai’s recommendations for reducing customer effort and increasing the right agent behaviours, this customer was able to reduce handle time, via reduced customer effort, and save money.

In their first five months with Creovai, overall handle time on difficult calls was reduced by 5.8% or roughly 32 seconds per call, resulting in an average of $0.54 dollars saved per call.

This blog post has been re-published by kind permission of Creovai – View the Original Article

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About Creovai

Creovai exists to improve customer and agent experiences through powerful software solutions, purpose-built for the modern contact center. We believe customers shouldn’t dread reaching out for assistance—and agents shouldn’t dread handling complex customer interactions. Our Intelligence and Guidance technology equips contact centres with conversation insights that improves their ability to make decisions,  elevates service standards, and provides real-time guidance to help agents assist customers with ease. Visit Creovai's website for more information on how we can help you deliver contact centre excellence.

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Author: Creovai
Reviewed by: Jo Robinson