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The Business Challenge
In response to today's competitive climate, many enterprises have invested in their contact center technology. But competitive pressures and organizational changes require ongoing optimization of that investment:
- Reducing costs while simultaneously improving relationships with existing customers, and providing additional services to attract new ones
- Cost effectively load balancing call distribution while ensuring effective service resiliency and disaster preparedness
For any of these optimization initiatives to be successful, all facets of the Contact Center need to be assessed, including agent performance, business processes, and the voice and data infrastructure. By analyzing your customer's experience and your center's performance you can ensure an optimal use of Contact Center assets.
The AT&T Solution
AT&T Consulting Solutions uses live data specific from your contact center operation, in combination with your contact center resources, to help you derive the most value from your operation. We can evaluate all customer interaction channels including self service, web, e-mail and voice, consistent with your customers' experience. Our consultants assess your current operations and objectives and develop quantified and prioritized recommendations to help you achieve your business objectives, deliver at a lower cost, and provide a more consistent and improved customer experience. For example, we can evaluate your specific IVR decision trees and input requests, and using your data, determine your customers' greatest compliance point. This way, you can answer your customer's inquiry without losing them to "zero out" to a live agent (your most expensive method of customer contact). Working closely with you, our expert consultants provide the vision and knowledge to help you effectively derive greater value from your Contact Center.
Solution Benefits
- Improves utilization of existing contact center staff through process redesign
- Identifies opportunities for consolidation and routing optimization
- Reduces costs by recommending self-service customer care channels where appropriate
Services Summary
- Contact Center Optimization
