Thursday, June 20, 2013

Throwback Thursday: Call Center App, Then and Now.

Happy Throwback Thursday!
We all know Virtual Assistants (VAs) are great tools used by consumers on the web, but they can also be great resources for agents in the contact center. Some people would rather call support to get an answer to their problem than look online for the solution, so call center agents are necessary. But the cost for an agent to just pick up a phone call is pricey. To get the most bang for your buck, you want to make sure your call center agents are responding efficiently, making sure every customer is hanging up the phone fully satisfied.

Back in July of 2012, noHold and Dave Brown, the Founder and President of Support Center University and BolderView Systems, came together to present a webinar discussing how reducing the average handle time (AHT) by 80 seconds can equate to millions of dollars in savings . A business case was shared during the webinar describing how one noHold customer implemented a VA in the call center. The results yielded savings in the millions. About 70% of agents said they found the information they were looking for through the Virtual Assistant and reduced AHT by 80 seconds. Providing a Virtual Assistant as a call center tool reduces AHT, increases Customer Satisfaction all while reducing support costs.

Since then, the Call Center App has still been yielding incredible results. A Security Software and Services company launched the Call Center App and it exceeded their expectations by 10%, reducing Tier 1 escalation by 45%.

Just another way Virtual Assistants provide value across the enterprise. Cheers!