Even if you've used the Erlang C Calculator to determine optimal staffing levels, volume spikes, enhanced authentication requirements and employee turnover can still leave your call center short-staffed.
Interactive Voice Response (IVR) has shown to effectively reduce call volumes, as have online and mobile channels. Even with multi-channel offerings however, call volumes can still reach 10,000 to 100,000+ calls per month for many organizations.
CARES is call center best practices software, leveraging IVR, automatic call distribution (ACD), and predictive dialer technologies to shrink call times by 30 to 90 seconds, and reduce abandon rates by 10-20%. CARES can also eliminate thousands of dollars per month in overflow costs and minimizes agent turnover by creating a better experience for both agents and customers.
How Is This Possible?
Reduce Calls by as much as 50% with Interactive Voice Response (IVR)
CARES IVR integrates into your existing phone system and your core platform/data source to audibly share real-time account information, public service announcements, marketing promotions, and other information with your callers.
A carefully designed IVR can reduce call volumes by up to 50% as common inquiries are satisfied while callers wait on hold and the calls are quickly offloaded from the queue. IVR is a long-standing and widely accepted form of call center automation. Its user-friendliness helps it remain a comfortable and popular communication channel not only with the Baby Boomers who were the first to experience it, but with callers of all ages.
Shrink Call Times by 30-60+ Seconds with Pre-Authentication
CARES can streamline the authentication process by prompting callers to enter their account number, social security number, birth dates, or other pre-determined qualifiers while they wait in queue. When the call is accepted by the assisting agent, an alert appears on their dashboard signaling the authentication has been successfully completed. This allows them to begin servicing the customer immediately and bypass the time-consuming process of manually inputting the required data. Particularly valuable during high call volume periods or short-staffed situations, CARES Pre-Authentication will typically shave 30 to 60 seconds off of every call.
Offload Redundant Calls with ProSpeak
The seamless integration of CARES into Core networks or customer information systems (CIS) makes pertinent information available to callers while they wait in queue. Once pre-authentication is completed, the system delivers an announcement tailored to that specific customer, allowing them to drop off the call if they’ve received the requested information, or continue to wait for live agent assistance. ProSpeak announcements for Financial Institutions may include account balances, last deposit, recent transactions, or checks cleared. Utilities may use ProSpeak to announce service interruptions, estimated restore times, and past due notices. As with any CARES solution, ProSpeak may be customized for various applications such as Insurance, Healthcare, Housing Authorities, and other government agencies, to name a few.
Minimize Frustration with Efficiency Boosting Screen Pop and Automated Agent Greeting
The assisting agent’s desktop is populated with the customer's profile as the agent receives the call. As the information is briefly reviewed, both the customer and agent hear the agent's friendly pre-recorded greeting, which sets the tone for a positive customer service experience. Automating the greeting and delivering account information in a timely manner enables warmer interactions and expedient resolutions, saving 20 seconds or more per call.
Lower Abandon Rate with Virtual Hold Call Back
Did you know that 40% of abandoned calls never come back? Who can afford that level of customer attrition and lost opportunities?
With CARES Virtual Hold Call Back, callers are given the option of providing their phone numbers and hanging up, giving them the freedom to do something more productive than waiting on hold. CARES maintains their position and automatically calls back when their position reaches the top of the queue. After confirming that they still need assistance, the system connects them to the next available agent. Virtual Hold Call Back protects your customer’s time, protects your agent's time, and protects your business from losing valuable opportunities.
Time Is Money
All CARES solutions have been designed to dramatically reduce call volumes and call times, while also eliminating the need for costly overflow call support. For call centers handling thousands of calls per month, saving thousands of minutes can add up to significant dollars and cents. A reduction of 10,000 minutes equals 167 agent hours - think about what you could do with that level of productivity increase!
An investment in CARES is an investment in time – and as they say, "Time is Money!"