Egg has reduced average call times by almost 50 seconds per interaction by integrating an innovative voice-enabled speech recognition solution. The solution provides customers with exactly the same excellent service experience as the online proposition, helping to improve customer satisfaction, enhance security, and improve first contact resolution by achieving a 35% reduction in internal call transfers.

BUSINESS CHALLENGE

Egg needed to improve the reputation of its voice channel to be in line with its online banking service. Callers to its contact centre were often faced with long wait times, a lengthy and complex caller identification process and frequent misrouting. Egg had to redesign the contact centre Voice Journey to enhance the customer experience by providing the best treatment for callers based on ‘who they are’, the products they have and their relationship with Egg

SABIO SOLUTION

Sabio combined in-depth customer centred design with voice self-service technologies from Avaya, Nuance and VoiceObjects to deliver an automated speech recognition solution for Secure Identification and Verification; Intelligent Call Steering; and an integrated CTI solution.

RESULTS DELIVERED

Sabio’s innovative speech solution was delivered on time, on budget and has delivered or exceeded all Egg’s project goals.

• Over 75% of calls are verified in the speech IVR, leading to enhanced security
• Overall call times cut by approximately 50 second
• 35% reduction in internal call transfers leading to improved first contact resolution
• Significant efficiency improvements that have enabled Egg to exit one of its existing outsourcing contracts.