Major electronics manufacturer reduces contact centre operations costs by 25%

The client

A major consumer electronics manufacturer offering a range of B2B and automotive solutions, including HVAC systems.

The challenge

The client faced two key challenges:

Contact centre inefficiencies: gents were spending excessive time handling customer enquiries, such as capturing case and product model numbers and rerouting misdirected calls.
Desire for NPS improvement: while KPIs were being met, the client wanted to elevate their customer satisfaction scores to become a leader in their industry.

The solution

Optimising contact centre efficiency with Oration by Convai

To address the operational inefficiencies in the contact centre, Convai, a Probe Group company, implemented Oration, its AI-powered, plug-and-play IVR solution. Oration’s conversational interface streamlined customer interactions by capturing caller intent and recording case and product model numbers before passing calls to agents.

Additionally, it rerouted spare parts enquiries directly to third-party distributors, reducing the burden on agents and ensuring customers were connected to the right department for both business and consumer product queries.

Elevating NPS scores through Probe CX’s people and process-led initiative

To support the client’s desire for improved NPS scores, Probe CX, another Probe Group company, launched a targeted initiative. The operational management team conducted a detailed analysis of customer interactions, reviewed detractor calls and integrated NPS surveys into Oration for more precise feedback capture. Based on the findings, Probe CX collaborated with the client to create targeted knowledge articles and coaching sessions, addressing gaps in training and empowering agents with the tools they needed for success.

Key actions included:

Increased call observations, including random sampling and a detailed review of detractor calls
Integration of NPS surveys into Oration to enhance customer verbatim capture
Joint call calibration sessions with the client
Development and rollout of targeted training content to address identified technical gaps.

The result

A 25% reduction in overall contact centre operational costs

A 17% decrease in average handling times due to automated information capture

A 25% reduction in call volumes through more accurate routing of spare parts enquiries

40% improvement in NPS results, with scores consistently above 50+.

Together, Convai’s Oration and Probe CX’s data-driven, people-focused approach transformed the client’s contact centre operations, delivering both cost savings and significant improvements in customer and employee satisfaction.