Enabling Customer Satisfaction through Call Centre Automation


Enabling Customer Satisfaction through Call Centre Automation

It’s not a provocative statement to say that customers are the lifeblood of virtually every company. In fact, the delivery of seamless customer experiences that focus on delight and long-term loyalty is central to achieving and maintaining competitive differentiation.

Yet, so many companies remain plagued by cumbersome processes that inhibit their ability to make their customers the focal point.

The call centre environment is a perfect example – some large-scale operations receive hundreds of thousands of customer interactions a year which require some sort of streamlined workflow to ensure a consistent experience across all channels. Without a mechanism for a seamless end-to-end experience, companies run the risk of increasing customer dissatisfaction due to lack of follow through and resolution of issues. With the sheer volume of interactions, information and the complexity of so many standalone applications which are simply not designed with the goal to deliver optimal customer experience—are no exception.

Today, leading organisations are using K2 to harmoniously blend the array of existing single-purpose applications into new customer friendly workflow applications with built-in task management to redefine how work is done and empower their agents to focus on the customer instead of wasting time dealing with time-consuming system navigation and data entry.

Agent Call Scripting

A leading U.S. provider of human capital and management consulting services uses the K2 platform to enable dynamic customer interactions via progressive prompts and automated call scripting.

Their objective was to enable business users to create a questionnaire that could be edited in near real-time by agents, dynamically displaying scripts, and updating the questionnaires as inputs are collected from the customer. This “decision tree” based approach is built into K2 to automate the delivery of a steady stream of questions based on the previous input from the customer. The customer experience flow is as follows:

The company either receives inbound calls or makes outbound calls.

For each call, the phone system triggers an on-screen page to open with input criteria based on information such as the customer or account name.

The customer service rep greets the customer and begins the call based on the specific script for that selection criteria.

Based on customer responses the call could go in various directions such as ending early, beginning another talk track or trigger a follow-up appointment to be scheduled.

Prior to implementing the K2 solution, each script was a custom developed web application which would take six weeks to build and cost upwards of $30,000. Today, these scripts are easy for a non-developer resource to create and modify, and don’t require any involvement from IT to deploy.

This K2 customer has essentially used business process automation to facilitate more meaningful conversations that drive better outcomes for both the customer and the company. All the while, these engagements can be intelligently tracked in order to identify ongoing areas of improvement.

Issue Management & Escalation

STIHL Australia, one of the world’s best-selling chainsaw brands, reinvented how they manage and record end-user inquiries in a single location, providing a knowledge base to STIHL call centre operators. Intake into the knowledge centre, integrated with Microsoft SharePoint, kicks off with a K2 form. Depending on the type of inquiry, the form is routed to the appropriate manager for follow-up. Scheduling of follow-up calls to address issues in a timely and effective manner is managed via a K2 workflow. All email notifications and reminders are scheduled as part of the automated process. Consolidation of the questions and key learnings are then routed to the Knowledge Centre for ongoing use and development.

With K2 overall, STIHL has found that they’ve achieved a 25 – 30 percent improvement in speed of delivery; but more significantly, is greater transparency in identifying where bottlenecks reside and easily being able to fix them.

In short, STIHL Australia created an automated “closed loop” process that helps guarantee that customer issues are addressed and ideally, prevented in the future.

Repair Service Automation

German manufacturer, Liebherr Hausgeräte set out to introduce a new repair process in order to deliver faster, effective services for customers and minimise escalations and extended interactions.

“The K2 platform has allowed us to create a connected repairs process that is one closed circle. It’s helping us to improve our overall business efficiency while delivering high-quality service for our customers,” says Marcel Maier, CRM Project Leader at Liebherr Hausgeräte.

With the newly built process, anytime a customer encounters an issue with an appliance, the customer can either call or complete a K2 form on their website, providing details of the product serial number and nature of the problem. Facilitated via Microsoft Dynamics CRM, this solution provides the following workflow:

The K2 service request is automatically passed to Microsoft Dynamics CRM and the repair is quickly allocated to the nearest approved service partner.

The service partners can then use the K2 workflow to accept the repair requests, notify Liebherr Hausgeräte when repairs are completed, upload information about repairs and raise invoices.

Lieberherr Hausgerat created a method in which customers can get support and service issues addressed in a timely manner by both reducing call count with the digital intake form and leveraging the integration of their K2 process app with their CRM to establish better connections to service partners

As these three real-world scenarios show, K2 can be an effective platform to get at the heart of your business: your valued customers.

To learn more about departmental workflow scenarios using K2, check out our latest eGuide here.