Global Transportation Company Improves Service Delivery by Improving Customer Interactions
Company Overview:
The world's largest shipping company, this client employs over 60,000 people worldwide, with offices in more than 100 countries. Their fleet comprises more than 250 vessels and includes container vessels, tankers, car carriers, supply ships, special vessels, and drilling rigs.
The company needed better control over excessive annual call volume of three million or more interactions. The firm utilized four geographically dispersed contact centers as their customer service hubs. Moreover, this client was experiencing rapid growth through acquisition and required a means for smoothly integrating new operations.
Purpose:
To implement a flexible, scaleable, customer contact solution integrating four disparate operations centers. Reduce the impact of overwhelming call volume with advanced self-service applications.
Business Objectives:
- Decrease hold time and lessen the occurrence of answered calls.
- Provide visibility and analysis of all aspects of the customer experience.
- Implement formal CSR training.
- Utilize performance monitoring to provide immediate coaching and edification of personnel.
- Develop ongoing performance monitoring and continually fine-tune system and process for optimum results.
- Utilize relevant business insights to support customer segmentation strategies.
- Make better use of advanced self-service offerings to relieve burden of calls handled by CSRs.
The Solution:
- Replaced the existing IVR platform with a speech-enabled application including shipment tracking and detailed logistics, arrival status, release status through Customs, ship number, etc. and optimized navigation of the new self-service solution.
- Centralized routing logic and balanced activity between four disparate operating centers.
- Designed and implemented a CRM application with visibility of customer contact history, behavior patterns and product/service purchase record.
- Implemented a web-based, Computer Telephony Integrated (CTI), multi-application screen pop.
- Deployed advanced forecasting and scheduling solutions.
The Process:
- Phased approach included planning and design, multi-phase deployment, and managed support and monitoring services to aide the customer's IT transition to the new platforms.
- Established customer interaction quality measures and monitoring.
- Implemented Contact Command Center to centralize workforce management functions.
Results:
- Reduced call volume handled by agents 22%.
- Call handle time decreased 10%.
- Improved one-call resolution 30%.
- Average hold time decreased 75%.
- Containment rate improved from 20% to 34% in the self-service application.
- Service delivery improved across all areas of the organization.