Reducing average call times

Sabio delivered an innovative Voice Self-service solution for Egg that provides callers to its contact centre with exactly the same excellent service experience as the company’s highly regarded online proposition. Sabio’s integrated speech-enabled solution has reduced average call times for Egg customers by almost 50 seconds per interaction, 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 highly regarded 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. In order to provide customers with the same intuitive and customer-centric service already provided online to its web customers, Egg knew it had to redesign the contact centre Voice Journey for both its customers and associates. Its goal was 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 designed and implemented an integrated voice self-service approach to support the Voice Journey for Egg’s contact centre customers. Sabio’s solution combined in-depth customer centred design with technologies from Avaya, Nuance and VoiceObjects to deliver an automated speech solution for Secure Identification and Verification; an Intelligent Call Steering solution; and an integrated CTI solution to support agents when they receive calls.

Results Delivered

Sabio’s innovative speech solution was delivered on time, on budget and has delivered or exceeded all Egg’s project goals. Results delivered include verifying over 75 percent of calls within the speech IVR, leading to enhanced security and overall call times being cut by approximately 50 seconds. In addition, an Intelligent Call Steering solution has resulted in a 35 percent reduction in internal call transfers – not only improving first contact resolution, but generating significant efficiency improvements that have enabled Egg to exit one of its existing outsourcing contracts.

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