Convergys Confidential and Proprietary Copyright © 2007 Convergys Corporation Meeting Business Goals with Speech Speech & Self-Service Strategy

Convergys Confidential and Proprietary Copyright © 2007 Convergys Corporation

Meeting Business Goals with Speech

Speech & Self-Service Strategy

Convergys Confidential and Proprietary

2

Copyright © 2007 Convergys Corporation

Convergys at a Glance

Industry Strengths Include: Financial, Communication, Consumer Package Goods, Technology, Health Care, Retail, Pharmaceutical 73 contact, service and data centers worldwideOver 575 clients in 70+ countries

Worldwide capabilities

Listed on NYSE, S&P 500, Fortune 1000A Fortune Most Admired Company for seven consecutive years$2.8 billion in revenues

Leading public company

Solutions and Service Offerings

Customer Care, Human Resources, Billing ServicesSolutions, Software, Outsourcing, Consulting

Enabling organizations to enhance the value of their relationships with customers and employees


3


What is Containment?

A contained call is one that is completed within the automated system without operator intervention.

Every contained call drives savings. Understanding those savings is a key starting point.

The larger call volume the application receives and successfully automates, the better the savings look.


4


Customer Satisfaction (CSAT)

Keep the survey instrument simple for callers to understand, easy to implement, and relevant to the caller experience

Point-of-service-evaluation (POSE) customer feedback tool includes open ended question that captures “voice-of-the-caller”


5


Usability testing Logging calls POSE survey verbatim

analysis ‘Tick sheets’ kept by

agents to record whycallers were requestingagents

Improvements Trimming and revising

prompts usinglanguage callers understand

Adding synonyms to grammars

Streamlining the call flow

Basic Tuning Techniques

29.97%

26.56%

29.86%

24.00%

25.00%

26.00%

27.00%

28.00%

29.00%

30.00%

Per

cen

t o

f T

ota

l Cal

l Vo

lum

eJanuary February March

Sample Results from agent “tick sheets”


6


Meeting Business Goals

Reduce Customer Care Costs

Maintain CSAT

Scenario:Improve containment

from 53% to 64%

(36% abandoned calls)


7


Advanced Tuning Techniques

Want to know why callers are abandoning automated systems?

Please, briefly state the reason for your call.

My package is late.

You’re calling about a delayed package. Is that correct?

Yes.

Please, briefly state the reason for your call.

My package is late.


Yes.

Ask them

Natural Language Understanding (NLU) allows the IVR to capture the reason for calling. We use that information to tune the system.


8


Innovation: CNLU-FAQ application

Briefly state the reason for your call:

My package is late.


Yes.

Estimated delivery time for packages is 1 to 3 business days. Unless there are unusual circumstances, deliveries should be made by 5 PM. If you’d like to speak with someone, please say “customer service.”

(hangs up)

Briefly state the reason for your call:

My package is late.


Yes.

Estimated delivery time for packages is 1 to 3 business days. Unless there are unusual circumstances, deliveries should be made by 5 PM. If you’d like to speak with someone, please say “customer service.”

(hangs up)

Constrained Natural Language Understanding marries

Frequently Asked Questions


9


Summary

Remain grounded in the knowledge that every contained call drives savings

Score customer satisfaction from the IVR with a POSE survey

Investigate call containment opportunities with Advanced Tuning Techniques, i.e. Extending NLU at the transfer points

Create FAQ applications using NLU to dynamically drive the content


10


Questions?

Nancy [email protected]

Documents

Convergys Confidential and Proprietary Copyright © 2007 Convergys Corporation Meeting Business Goals with Speech Speech & Self-Service Strategy