Improve Employee Productivity
| Business Issue | Speech Solution |
IT and help-desk staff are often inundated with repetitive requests for easily answered questions, taking time away from critical business activities. | A speech-enabled solution that handles common, high-volume IT requests will enable callers to perform these tasks themselves. Callers are freed from help-desk queues, and IT staff has more time to address the complex requests and queries that impact business value. |
Mobile employees often have limited access to critical business information and applications when PC and Internet access are not available. | Speech-enabled access to corporate information and applications from mobile devices provides employees with a timely and efficient way to access information, increasing their overall productivity and ability to stay connected to the company. |
Many contact center agents are inundated with low-value, high-volume calls that reduce the amount of time they can devote to high-value customers. | Speech-enabling frequently requested transactions gives callers more readily available self-service options and enables agents to focus more time on customer service for high-value customers. |
Case Study
A national car rental agency wanted to reduce call center costs and improve employee productivity, so it offloaded some of its 1 million yearly calls for rental rate information to a self-service phone system. In a survey conducted after implementation, 90 percent of callers said the new speech system exceeded their expectations. In addition, the speech system allowed the rental car agents to focus their efforts on revenue-generating calls and helped to improve the agents' efficiency by more than 40 percent.
According to Giga Information Group, companies using voice-enabled applications in their contact centers see agent call times fall from three to six minutes per call to less than two minutes per call.
