Helping a retail client automate customer interactions

Overview

When considering how to create better operational efficiency, it is important to investigate all areas for potential improvements.

The Davies’ team can help you identify ways to drive your operational efficiency – handling customer contact more effectively and making smarter use of all your channels. The results: tangible efficiency savings, increased productivity in the contact centre and valuable insights to improve processes for the customer.

The Situation

Davies was engaged to help one of our retail clients understand how to drive operational efficiencies out of their contact centre from their UK and French customer base.

Davies began the analysis by examining the agent-select contact reason code data to ensure accurate insights by cleansing the data to eliminate the manual error-rate

Our Approach

The first step we took was to validate the accuracy of the agent-selected reason codes. The analysis showed that the agent-selected reason codes were in good shape, so as a next step we applied an adjustment % to get a higher likelihood of accuracy!

Taking this approach minimised the overall project costs as we were able to cleanse the data sufficiently to use for the deeper analysis into root cause without the need to deploy other data analytics solutions.

Return on Investment

Our analysis clearly showed that both France and the UK had a big opportunity to eliminate and automate many interactions – over 60% in both cases!

We found that the main drivers of contact were chase delivery and chase refunds. The good news was that we were able to identify some quick wins to improve these processes that would eliminate the contacts and in doing so improve both operational efficiency and CX.

Finally, we discovered plenty of opportunity to automate contacts around simple information requests and clarification of processes, all of which could be self-served with some simple FAQ & chatbot functionality.

For more details of our analytics services or to discuss how we can help you generate richer insight from your customer interactions, contact:

Lee Mostari

Director of Insights & Analytics

lee.mostari@davies-group.com

Michael Anderson

Vice President – US/Canada

michael.anderson@davies-group.com