Major Airline Takes Off with Solutions from eLoyalty
Company Overview:
This leading U.S. air carrier operates more than 3,000 flights a day to more than 200 U.S. domestic and international destinations. They are one of the largest international carriers based in the United States.
Purpose:
Improve the customer experience when booking flights via the telephone. By improving the transition from IVR to live customer service representatives, the carrier sought to save time and money while providing greater customer satisfaction.
Business Objectives:
- Eliminate customer angst associated with the need to repeat information already provided in the pre-existing IVR application.
- Reduce costs associated with prolonged call handle times due to duplicative data entry.
- Provide more flexibility and control relative to IVR and agent interaction.
The Solution:
- Designed, installed and implemented call routing from an IVR farm to 4,000 agents in six contact centers around the world.
- Provide agents with caller identification and purpose of the call when transferring an interaction from the IVR solution.
- Enabled intelligent screen population based on data entered in the IVR. The solution collects over 100 pieces of information from the IVR application and delivers it to an agent's desktop application.
- Information now populates an agent's desktop application in all of the correct data fields, positioning itself at the point where the caller opted out of the IVR.
The Process:
- Performed a detailed roadmap to create a reusable and extensible platform to provide fully automated customer self service, high-performance load balancing for call routing, and robust desktop integration with the self-service platform, so customer would not need to "start over" when reaching a human being.
- Managed the implementation to include multiple technology vendors and service provider partners.
- Architected and implemented the migration of three major divisions while laying the groundwork for transitioning the remaining smaller divisions.
Results:
- Customer has been able to significantly reduce agent head count.
- Caller satisfaction improved significantly since customers no longer must repeat information already provided in the self-service application.
- Call handle time is reduced because agents are not required to reenter customer data.
- Agent morale is improved since they are dealing with less caller distress.
- Client now manages routing modifications resulting from staffing changes at any site.
- Emergencies, such as weather-related contact center shutdowns, can be handled automatically.