Challenges
- Needed Tracking Mechanism for Contact center metrics
- No Productivity measurement metrics being tracked
- Service Request SLA Tracking was difficult
- Digital Channels were in silos and not integrated to rest of the processes
Solutions
- Talisma Digital Engagement platform to manage all customer interactions over e-mail, Internet Banking, Chat and SMS
- More than 10 Lines of Business (LoB) using the solution
- More than 30 service requests built through the platform
- Tightly Integrated with core CRM system
- Powerful analytics engine to measure key metrics – average handling time (AHT), First Response service level agreement (SLA) compliance, agent productivity, Service Request TAT and Closure metrics.
Results
- Re-engineering existing processes for superior customer experience
- Significant improvement in monitoring and tracking of customer cases
- Customer is self-reliant to scale it to the next 100 processes
- Improved key metrics – increased first time resolutions and reduced average handling time due to rules based workflows
- Empowered customer service teams due to better visibility into customer interactions