Cogent’s intelligent voice response system was set up with the dual aim of reducing call volumes and solving customer concerns efficiently. With the implementation of our dynamic caller system, we were able to ensure higher levels of customer satisfaction by connecting callers with experienced and knowledgeable agents. At the same time, our IVR solution was able to achieve the more significant goal of call volume and wait-time reduction. We can directly attribute this to an automated call response mechanism that was able to handle customer queries independently, even after hours.
Our extensive experience in the customer service domain allowed us to design a blueprint specifically tailored to alleviate the client’s challenges. However, before applying corrective solutions to streamline call flow, Cogent performed a trend analysis to identify caller identities and call frequencies. Measuring call volumes during operational and non-operational hours was also a key part of the analysis. Ultimately, the lack of an automated, after-hours voice response system meant almost all calls and service requests had to be routed through live agents. In order to help our client boost call center customer experience, we applied the following measures:
We harnessed the power of artiﬁcial intelligence and machine learning to automate disparate HR processes and unify them within a single employee management solution.