In logistics companies, a large share of incoming calls is for clarifying the spain phone number library status of cargo delivery - a low-margin task, in terms of business benefits. Fortunately, speech synthesis and recognition technologies (STT/TTS) have reached a level where voice robots can take on the solution of such typical questions, unloading operators.
The implementation of the Virtual PBX Q&A function helped a logistics company increase the call center's capacity in the shortest possible time. Let's tell you how we managed to achieve this.
Features of the MCN Telecom client
After a successful advertising campaign, which coincided with the start of a collaboration with a large online store, the logistics company experienced a large influx of customers. Naturally, this affected the work of the call center: the Occupancy indicator began to reach 90% and higher with normal values of up to 85%. The waiting time on the line also increased, which caused customer dissatisfaction.
The company estimated that they needed at least 50 new employees to efficiently handle the increased traffic.
Finding a solution
After reviewing the statistics of call distribution by request topics, it became obvious that the majority were for typical tasks, such as clarifying information about an order, calculating the cost of sending, or changing the delivery date.
We proposed replacing the regular IVR call center voice menu with Smart IVR, supplemented with speech synthesis and recognition technologies within the additional Question-Answer function.
To ensure that the capabilities of the smart menu are not limited to routing calls using voice commands, we have set up integration of the PBX with the company's CRM system to load and voice user variables directly during a conversation.
Thus, in just a week, the menu included a function for clarifying the delivery status using a voice robot.
Results
According to the head of the call center, after just one month of using the Question-Answer function, the participation of operators in informing about the delivery status dropped to 5% - the remaining 95% of such requests were processed by a voice robot. This made it possible to reduce the workload on operators by 2% and reduce the waiting time for a response.
It was decided to continue working on expanding the functions of the voice robot in order to transfer most typical requests to it, including placing delivery orders, as well as outgoing communications related to mass calling.
