The client
A large multi-channel retailer operating brick-and-mortar, eCommerce, delivery and click and collect shopping options.
The challenge
The client was approaching a major multi-channel sales event and needed to ensure their contact centre’s interactive voice response (IVR) system was well-positioned to manage a forecasted double increase in customer calls
The solution
The client worked with Convai, a Probe Group company, to implement Oration, a low-cost, plug-and-play IVR solution. Oration was fully deployed and taking calls on the first day of the sales event. Oration is designed to be implemented as an overlay to existing contact centre tech and as a SaaS cloud-based solution.
Oration was also given a persona to aid staff and customer adoption. When a customer called, Oration was the first point of contact and asked “How can I help you today?”. Depending on the caller’s answer, Oration would deploy targeted banners that would either get more clarification regarding the customer query or direct the call to the most appropriate outcome: a live agent or a self-service option. This meant Oration could completely deflect a call from the contact centre if deemed appropriate.
The banners were completely customisable on the Oration dashboard by agents. Should the call need to go to a contact centre agent, Oration would present a simple visual display of the call so far, verbatim, to the agent - a seamless customer experience transition.
The result
From day one of the client’s sales event, Oration was able to:
Reduce order tracking calls by 10%
Decrease average call handling times by 10 to 30 seconds
Increase the number of calls deflected to self-service resolutions from 1% to 3% of calls.
The contact centre agents reported no customer animosity received through interactions with Oration. They also believed customers were more ‘friendly and empathetic’ after receiving targeted banners prior to transferring to a live agent.
