Convergys offers call center outsourcing to its customers, including a large retail client, which outsourced two of its outbound campaigns.
Convergys was seeking a cost-effective, adaptable technology platform to help educate business customers about partnering.
They also also needed to follow up with customers who had reported various customer service issues with businesses selling on their website. Agents made sure that customers were satisfied with how their issues had been resolved as well as with client and the seller’s services. Convergys assigned 55 agents to the campaign – some of whom work in Convergys facilities and others who work remotely. When Convergys approached RiverStar, it had been conducting the campaign using an existing legacy platform. To improve agent productivity and client business, the company looked to RiverStar to provide a cost-effective platform that would enable it to be more responsive and could also be adapted for future campaigns.
RiverStar determined that there were two major components to the needed solution:
Telecom Platform – Allowed agents to connect with customers.
Technology Platform – Enabled agents to perform their jobs effectively and efficiently once connected to the customer.
For the first part, RiverStar partnered with Bolder Thinking, which provides cloud telephony solutions. Bolder Thinking developed a cloud-based outbound dialer for dialing and voice connections. This eliminated the need for Convergys to purchase and maintain equipment, dramatically decreasing operating expenses. It also saved the time of installing and ramping up a new system and was easily accessible to both in-house and remote agents.
With the telecom platform in place, RiverStar used its RiverStar Studio technology platform to deliver an efficient agent desktop. It offered this as a software as a service (SaaS), providing the same benefits as Bolder Thinking’s cloud-based technology.
RiverStar’s technology applications consisted of three main components:
This enables agents to quickly and easily deliver calls to the agents. The list manager not only provides information about the people to be called, but it uses predetermined time zone rules so that agents are not calling people at inappropriate times. It also makes it easy for agents to track how many times they’ve attempted each contact and what the result was. If a person requests not to be called again, he is automatically added to the “Do Not Call List.”
RiverStar created scripts that walk agents through succinct, direct conversations, ensuring that Client’s message is properly conveyed. The scripts present customer information to the agents throughout the caller before dialing, and they can set an interactive voice response (IVR) to automatically deliver a voicemail message. With this function, agents who receive voicemail rather than a live person can simply press a button to transfer the call to an IVR, which plays a pre-recorded message while the agent moves on to the next call.
Using RiverStar Studio, Convergys was able to capture and store customer interaction data, as well as integrate with the cloud-based telephony platform and pull relevant data into a single repository. Using SQL Server Reporting services on this repository, Convergys can report on agent activity and call outcomes beyond just the volume of calls and whether or not the agents spoke with someone.
The reports answer questions about how the content was delivered, follow-up questions the person asked, customer satisfaction and what follow-up action, if any, the agent took. This ability to understand and report on what happens is unique to RiverStar’s solution. All of these elements were designed in a way that Convergys can adapt them to future campaigns.
In September 2010, RiverStar partnered with Bolder Thinking. By January 2011, Convergys had a new system up and running. With the RiverStar Solution in place, Convergys has seen a significant improvement in agent productivity and reduction in operating expenses. The solutions make reports available immediately, and Convergys can change the scripts with little help from IT.
Industry: Business Services
Location: Cincinnati, Ohio
Revenue: $2 – $5 billion (USD) per year
Call Centers: 70
RiverStar’s solution is helping us trim time from every call handled, enabling better tracking of key success metrics, and enabling our call center to automate significant portions of script delivery. We anticipate training time to be cut in half once fully implemented as well. Quite simply, a great investment.