PPL EnergyPlus is a Fortune 500 company headquartered in Allentown, Pennsylvania. The company markets and sells wholesale and retail energy in 42 states and Canada and delivers energy to nearly six million customers in the United States alone. Started 80
Whenever an agent is required to negotiate a price over the phone, that agent is
Voice Print International (VPI) was contacted to assess the call center environment; it created a custom solution that records clear, crisp audio. This vendor solution
The following benefits were achieved with this vendor solution:
Calls that used to take 10 to 30 minutes to retrieve can now be retrieved in seconds using a database "query" to find calls
Significant savings in time and money in the call retrieval process
DTC, headquartered in New York, is the world's largest securities depository, holding nearly $20 trillion in assets for its
With only 30 CSRs supporting over 3,500 internal and 30,000 external customers at its help desk, DTC was challenged with providing the support necessary to
The Apropos Multimedia Interaction Management Suite seamlessly integrated into DTC's existing database application, allowing for up-front automation and identification of
Apropos prioritizes and escalates each interaction according to business rules, which gave DTC the ability to truly manage interactions based on the value to the business. By storing and displaying the interactions in a multimedia queue, the system assisted in the effective management of the
The vendor solution provided the following benefits:
Cradle-to-grave reporting -provides full insight into center activities, allowing management to make better, more informed decisions based on actual business data and improved productivity
Prioritizing and escalation rules -accommodates unique business and service-level requirements, delivering a more personalized and effective response
Improved visibility of caller information -ensures that customers will receive more efficient service, increasing customer satisfaction
Liberty Funds Group is an integrated asset accumulation and management organization. Its operating companies manage $66 billion of assets for investors worldwide through an array of fixed, indexed, and variable annuities; private and institutional accounts; and mutual funds. Liberty Funds
With locations in Colorado and Boston and over 200 agents who were being recorded daily, Liberty Funds Group had decided to upgrade its recording system from a removable media-based system to an on-line
Liberty Funds chose Voice Print International (VPI) because it needed to store all of its data on-line in the most reliable system with the largest on-line storage capacity. VPI's standard solution provides the client with over 11,000 channel hours of on-line storage for instant playback of audio files stored in compressed .wav format. VPI compresses the audio files using
The following benefits were achieved:
CSRs can quickly and easily find a record and display it.
The company can define how thousands of hours of recorded transaction activity can be effectively managed to meet their strategic operational information management needs.
Whether voice or screen capture video or the two synchronized together, the client dictates where the record is archived, how long it is archived, how it is retrieved, and how it will be used in the future.
The RAID5 storage configuration used by VPI allows
MetLife Investors Group is an affiliate of MetLife, America's largest life insurer. MetLife serves 1 out of every 11 American households and 86 of the Fortune 100 companies. The company offers a full line of financial products, state-of-the-art technology capabilities, and high-touch service, with a primary goal of making business easier for the intermediary. The company is comprised of two insurance groups, as well as an investment management entity. MetLife Investors' products include a range of variable annuities, distributed through registered investment advisors, financial planners, regional broker-dealers, wirehouses, and banks.
MetLife Investors' CSRs must be equipped with the necessary tools to ensure they are
In addition to seeking a contact center solution that supported multichannel forms of communication, MetLife Investors needed a comprehensive solution to support its two customer service centers, encompassing its sales and administrative departments, located in Newport Beach, California and Des Moines, Iowa. The two centers supported 250 CSRs, more than 150,000 financial
Skills-based routing and
Informing agents about the interactions waiting to be handled
Enabling investment agents to form strong relationships with customers
Continuously improving service
Keeping costs down when implementing a new solution
The Apropos' Interaction Management Solution was
The benefits to the company were several, including the following:
Helped drive millions of dollars in revenue by supporting customer interactions
Provided an efficient and consistent level of customer service-regardless of how they chose to communicate with the company
Increased CSR productivity by providing intelligent call routing to the appropriate agent group or individual, based on CSR skillsets, customer history, and so on
Improved visibility of customer information allowing agents to sustain high call
Nordea, Merita Bank of Sweden runs eight contact centers in its home country and four in Finland and two in Denmark. More than 1,000 CSRs deal with 120,000 contacts per day from a customer base of nine million individuals and 700,000 companies.
To improve efficiency and customer service levels by adopting the latest call center technology.
The company's operations are heavily oriented around IVR-which amounted to 85% of contacts-and, increasingly, the Internet. If customers wished to speak with a CSR, they could do so and all IVR-captured information was passed along with the call. To manage the high customer contact volume, the company created virtual contact centers and augmented its existing technology with advanced call management and routing systems.
The virtual contact center infrastructure provided the following benefits:
Dynamic load balancing across sites, making the workload fairer
Improvements in call center operation for both customers and CSRs
PNC Bank is a major U.S. bank with over 770 branches and more than $77 billion in assets. Incoming contacts to the call center are identified and segmented according to specific customer attributes. The contact is then passed to a consultant, who not only helps the customer with a particular need but also introduces other financial products.
The company needed to streamline its call management process and to provide more information directly to its CSRs and outside
The company used the universal queue model for cross selling financial products and found that this call management process provided significant benefits.
The benefits achieved include the following:
Customer and product information now appear as a "screen pop" on the agent's screen as the call arrives.
Call times have decreased by between 12 and 30 seconds per call, depending on the type of contact.
Customer satisfaction ratings and profits have increased.