numero improves agent experience in an instant with contact centre solution for a market leader

Published on 17 August 2011 by in Latest News

118350290 1024x682 numero improves agent experience in an instant with contact centre solution for a market leaderKey points:

  • Greater agent satisfaction
  • A marked uplift in call handling performance
  • Greater agent flexibility across different work types
  • Greater work type blending
  • Less workforce divisionalisation – with historical workload divides across teams eliminated

Background:

Our client is a major UK business that employs thousands of staff and services throughout the country. As part of a major business process re-engineering project, contact centre and back office users were introduced to a new system (based on the numero interactive platform) which underpinned an entirely new way of working. This case study outlines how the project plan ensured the change was a positive experience for users and quickly improved the overall user experience and their associated performance.

What we did:

In creating the contact centre and back office application for the client, numero focused a great deal of attention on the 500+ users of the system. From an early stage of the numero act process, the experience of agents was identified as a key success factor to a project that was central to the ground breaking business re-engineering process the client has undertaken.

Agents were moving from a familiar, purpose-built, data capture mainframe system with ‘green screens’ to a new, modern, browser-based application with mouse and function key support. Critically, the legacy system was designed to support phone-based communication, whereas the numero solution handles all channels, including phone, email, web-based, written and text messaging communication. As the environments were so radically different, there was concern as to how quickly the familiarisation process would take and how completely agents would embrace the technology. To address the challenge three user groups were created, namely:

  • Super users – comprising the most proficient users of the legacy system
  • New users – comprising agents who hadn’t used the legacy system
  • Core users – comprising agents who had used the legacy system over the long term

Education programmes were created for each of the three groups with involvement in the UAT process and pre-launch training supplemented by hands-on support from super users who ‘walked the floor’ from the go-live date.

Outcomes:

Remarkably, from week one of system go-live, there was complete consistency in agent performance between the three users groups. This was true across a variety of performance measures including agent handling time, first time resolution rates, customer satisfaction and agent satisfaction.

However, more importantly, agent experience and performance was enhanced from a very early stage by the numero solution, thanks in particular to the platform’s ability to dynamically suggest responses to agents based on the enquiry at hand. This resulted in:

  • Agents focusing completely on customer enquiries rather than fetching and retrieving data
  • Greater agent satisfaction with their user interface
  • Drastic reduction in repeat calls on single issues, improving customer and agent satisfaction
  • A marked uplift in call handling performance of a user group
  • Greater agent flexibility across different work types – for example with agents happy to work on enquiry correspondence alongside their traditional workload
  • Greater work type blending – for example with agents confidently handling telephony, email, web and written correspondence
  • Less workforce divisionalisation – with historical workload divides across teams eliminated

The future:

Importantly, even more can be achieved by the client with the numero solution. Further business process and operational performance improvements are being identified thanks to drastically improved management information that is helping identify route causes and resolutions while better understanding agent, service and network performance. As a consequence, they will be able to further improve the experience of their users:

Commenting on the project, numero founder and CEO, Guy Colclough said:

‘The whole ethos of numero is about doing the right thing, which is just as relevant to agents as it is to the customer journeys we streamline. Across our client’s contact centres we see agents working effectively, efficiently and happily, thanks to a software platform they have embraced from the start. Critically, their workload now covers multiple communication channels and enquiry types, creating a far more flexible and dynamic call centre operation’.


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