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How to Strike a Balance Within your Contact Center

How to Strike a Balance in your Contact Center
October 1, 2019 / Rich Fox

Your contact center needs to strike a tricky balance. On one side, you need to provide excellent customer service to drive more revenue and retain current customers. On the other, you must ensure your team is servicing as many customers as efficiently and cost-effectively as possible. Most businesses are adopting Intelligent Automation, IVR & Self-Service applications to maintain this tricky balance.

Did you know?

30% of a customers' interactions with a company's contact center is with an I.V.R. Yet only about 7% of the companies surveyed offer customer solutions through the IVR experience than an agent can provide.
(Source J.D. Power)

The price of resolving a customer need on a call via the IVR versus an agent is a difference.
(source: Al Cook)

Almost one-third of a customer's time is spent in the IVR.
(Source: Al Cook)

Many organizations want the flexibility to let their customers choose the level of self-service they want to address their inquiry or whether they purely want to speak with an agent. This becomes especially useful when the contact center is closed and customers can still get answers to their questions via automation. Not only will voice automation free up your agents to handle more complex cases, but customers can quickly solve basic issues like bill pay, account inquiries, and the many high-volume / low value transactions typically handled by an agent.

Evolve IP’s customers typically see a 20-30% completion rate in these low-value self-service transactions which frees up agents to handle higher level or more sophisticated functions.

For customers that do engage with self-service capabilities during business hours, many customers find that the customer still wants to speak with an agent but their question is more focused in nature reducing in shorter handle times. Typically, they’ve received some information from the automation and now have a follow-up question that requires the skillset of an agent to address.

Integrations Power Automation

Integration is the key to creating an IVR experience that leaves your customers feeling like the service was created just for them. When your IVR knows the entire customer journey, the products they’ve purchased, their financial status, etc. it can make a huge positive impact on the customer experience.

 Common scenarios include:

  • Self Service applications that empower customers
  • Intelligent / data-driven routing provides personalized routing and relevant prompts
  • Agents can be presented with key customer information along with the interaction
  • An integrated contact history at the agent’s fingertips
  • Last agent routing allows organizations to build rapport

Challenges & Considerations

  • Consider the “openness” of key business applications / CRM for integration: Integrations can be very easy or very tough depending on how open the underlying platform is to building such an integration. Most modern day applications have robust APIs that enable this type of integration. You will definitely need to take a look “under the covers” to confirm that your application is ready to integrate.
  • Ensure the availability of technical resources to participate: Of course, you are going to need help from the technology folks getting access to these functions and everybody has a large pile of technology wishlist items that needs to be sorted through to determine which projects actually see the light of day.
  • Start with high-volume / low-value requests for self-service: It’s always great to start with these high-volume interactions like a status request that consumes up valuable agent resources answering simple questions that just need access to the data to answer
  • Create a simplified personalized experience with minimal prompts that are relevant to the caller: We’ve had great success simplifying the customer experience by personalizing it. Why ask the caller questions to which you already know the answer? Why offer prompts that aren’t relevant to that customer? Move away from the one-size fits all routing that we all dread.
  • Early in the process, design your consolidated reporting across the entire CX: You really want to think about the reporting up-front and not leave that for an after thought. Many times the design of the automation needs to be adjusted to meet the reporting needs. You’d rather get the reporting right the first time than having to go back to the technology well again.
  • Recognize the on-going need to optimize automation based upon results: The IVR is a critical moment of customer engagement, and yet it’s frequently left untouched by companies for years. How often have you heard, “Please listen carefully because the menu options have recently changed” and known that the menu actually hasn’t changed in a very long time? That’s because many organizations don’t take the time and energy to experiment, iterate, and improve the IVR.
  • Deliver multiple, smaller victories over a phased rollout: My personal philosophy is to have many, small victories instead of the big-bang approach which is always high risk. Iterating through multiple phases of deployments usually results in a better product that builds and learns from the earlier phases.

Evolve IP’s Cloud IVR provides call centers with a higher level of customer interactivity and data driven decision making. This enables call centers to deploy a wide range of self-service and outbound dialing features ultimately freeing up your agents to focus on more complex requests and customers requiring a higher touch.

Categories: Call Center
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The Evolve IP Compliance CloudTM

Compliance is a way to do business … not an afterthought when clients need it.

At Evolve IP we have a dedicated compliance and security practice and work with two of the world’s top 3rd-party compliance auditors, Grant Thornton and Ernst & Young, to enable customers to extend their compliance to our fully audited cloud. This focus allows us to deliver the documentation and assurances that other’s simply cannot including HIPAA / HITRUST, PCI-DSS (all 12 sections), SOC 2/3 and more. The Compliance CloudTM includes true client isolation, encryption in transit and at rest, private VLANs, firewalls and dozens of other security measures.

 
 
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    James C. Hunter, CFA, CFP, AIF, Senior Portfolio Manager, Principal

  • "Hey, IT people, As I’m working away in my home office, I just wanted to say thanks to you for all you’re doing, and have done in the past, to make it possible for us to run our company virtually. Not many of us JICers have jobs that everyone in the firm sees and could stop us from doing business. But you have this job, and do it well. Thank you for having the foresight and wisdom to get us in a position to succeed in a pandemic! You’re awesome."

    Michael D. Barnes, Esq., CTFA President, Principal

  • “That’s the type of proposition I like to bring to a Board of Directors. When I can say, ‘we can get everything new, be completely redundant, it can meet all of our needs and oh, by the way, we are going to save over $300,000 a year.’ It makes it easy for me to sell!”

    - Ken Schultz, CIO Ogletree Deakins

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What the Experts Think

Our analyst-acclaimed solutions are built on a world-class, compliant architecture that leverages the blue-chip technologies organizations already know and trust.

Gartner

We deploy best-of-breed solutions including: Disaster Recovery, Contact Center, Unified Communications, DaaS, IaaS. Our services are analyst-acclaimed, vendor-validated, client recommended and award-winning.

HITRUST

Evolve IP is proud to have achieved the honor of being HITRUST CSF certified! Certification to the HITRUST Common Security Framework (CSF) affirms that all of Evolve IP’s cloud computing and cloud communications services adhere to the strictest security standards for electronic protected health information (PHI). The HITRUST security standard was developed by and for the healthcare industry as a means of going above and beyond the compliance requirements of HIPAA.

The HITRUST Common Security Framework (CSF) was developed to address the multitude of security, privacy and regulatory challenges facing healthcare organizations. The HITRUST CSF was developed by healthcare and IT professionals to provide an efficient and prescriptive framework for managing the security requirements inherent in HIPAA. HITRUST CSF rationalizes healthcare-relevant regulations and standards into a single overarching security framework. An important part of the “What is HITRUST” answer is understanding that the CSF is risk-based and compliance-based so that organizations can tailor the security control baselines and vendor management programs that they follow based on their specific organization type, size, systems, and regulatory requirements.

HIPPA

The Privacy regulations of the U.S. Health Insurance Portability and Accountability Act (HIPAA) require health care providers, organizations, and their business associates, develop and follow procedures that ensure the confidentiality and security of protected health information (PHI) when it is transferred, received, handled, or shared. This applies to all forms of PHI — paper, oral, and electronic, etc. Those who fail to adhere to HIPAA can suffer from huge fines climbing into the millions of dollars for major violations.

The Compliance Cloud™ fully enables covered entities and their business associates subject to HIPAA regulations to leverage a secure environment to process, maintain, and store protected health Information (PHI) featuring among other controls.

SSAW 16 Service Organization Control II (SOC 2)

Evolve IP has received an SSAE 16 SOC 2 Type II report on our internal controls relating to how we assess and address the potential risks associated with the security, availability, and confidentiality of not only the cloud-based services that we provide, but also our physical and logical infrastructure. Evolve IP utilizes the Certified Public Accounting firm of Grant Thornton to perform its annual audit and attestation in accordance with the Statements on Standards for Attestation Engagements No. 16 and the associated Trust Services Principles, as published by the AICPA, to evaluate the effectiveness of Evolve IP’s service organizations controls.

Forbes

While Forbes regularly features coverage and recognition about Evolve IP, they've most recently recognized Evolve IP as being the "Best Cloud Computing Companies And CEOs To Work For In 2017".  They've ranked Evolve IP in the Top 3 just behind Google and Microsoft in the Cloud Infrastructure classification.  (Feb 2017). Forbes  also recently recognizes Evolve IP for bringing Singer Equipment Corporation, a mainstream business based in PA, into the cloud by means of unified communication. (Sept  2017). Last year, Forbes recognized Evolve IP's survey of 1,080 executives citing that the number one reason to go to the cloud is the same reason that it is avoided. (Mar 2016).

Unified Communications Product of the Year

TMC and Internet Telephony Magazine have named Evolve IP’s unified communications platform as a 2017 Unified Communications Product of the Year Award winner. This marks the 6th time Evolve IP has been honored with this prestigious award and follows a series of product innovations that have allowed the company to rapidly expand its international coverage.

Evolve IP’s business collaboration tools and IP phone system dramatically improve employee productivity in the office and on the road with a Unified Communications as a Service (UCaaS) platform that fully integrates voice, video, instant messaging & presence (IM&P), desktop sharing, audio/web conferencing and more. The company also provides a sophisticated Web-based management portal, OSSmosis®, that allows administrators to easily configure system functions and quickly modify users without the need to reach out to a third party for changes.

Inc.

Inc. magazine has recognized Evolve IP in the 34th annual Inc. 500|5000, an exclusive listing of the nation's fastest-growing private companies. The list will be unveiled in the September issue of Inc.

The story of this year's Inc. 5000 is the story of great leadership. In an incredibly competitive business landscape, it takes something extraordinary to take your company to the top," says Inc. President and Editor-In-Chief Eric Schurenberg. "You have to remember that the average company on the Inc. 5000 grew nearly six-fold since 2012. Business owners don't achieve that kind of success by accident.

Payment Card Industry Data Security Standard (PCI DSS)

Evolve IP has achieved Payment Card Industry (PCI) Data Security Standard (DSS) compliance covering all 12 sections of the PCI DSS. The PCI data security standard is a comprehensive set of standards that require merchants and service providers that store, process, or transmit customer payment card data to adhere to strict information security controls and processes. It was created by the founding brands of the PCI Security Standards Council, which includes American Express, Discover Financial, JCB International, MasterCard Worldwide, and Visa Inc.

CSA STAR

Evolve IP is also a registered and participating member of the CSA Security, Trust & Assurance Registry (STAR). The CSA was formed to encourage transparency of security practices within cloud providers. It is a free, publicly accessible registry that documents the security controls provided by various cloud computing offerings, thereby helping users assess the security of cloud providers they currently use or are considering contracting with. CSA STAR is open to all cloud providers, and allows them to submit assessment reports that document compliance to CSA published best practices. The searchable registry will allow potential cloud customers to review the security practices of providers, accelerating their due diligence and leading to higher quality procurement experiences. CSA STAR represents a major leap forward in industry transparency, encouraging providers to make security capabilities a market differentiator.

Deloitte’s Technology Fast 500TM

Evolve IP has been ranked for the second consecutive year on Deloitte’s Technology Fast 500™, a ranking of the 500 fastest growing technology, media, telecommunications, life sciences and energy tech companies in North America – both public and private. Technology Fast 500 award winners are selected based on percentage fiscal year revenue growth from 2012 to 2015. The list is a veritable Who’s Who of technology that has included tech companies like Google, VMware and Facebook.

Technology Fast 500 provides a ranking of the fastest growing technology, life sciences, and energy the companies – both public and private – in North America. Technology Fast 500 award winners are selected based on percentage fiscal year revenue growth during the period from 2012 – 2016.

Red Herring

Red Herring has named Evolve IP as one of the Top 100 Companies in North America.  Red Herring’s Top 100 recognizes the leading and most promising private companies from around the world. Among the over 20 criteria used to analyze companies for the award, Evolve IP was noted for its financial performance, technological innovation, customer footprint, the DNA of its founders and addressable market.

Red Herring selects the award winners for North America from approximately 1,200 privately financed companies each year in the US and Canada. Since 1996, Red Herring has kept tabs on these organizations and its editors were among the first to recognize that companies such as Facebook, Twitter, Google, Yahoo, Skype, Salesforce.com, YouTube, Palo Alto Networks and eBay would change the way we live and work.

Entrepreneur

Evolve IP has been recognized as one of the “Best Entrepreneurial Companies in America” in Entrepreneur magazine’s Entrepreneur360™ Performance Index, a study involving a comprehensive analysis of private companies in America. Based on this study forged by Entrepreneur, Evolve IP is recognized as a company that exemplifies growth, not just in top and bottom line, but in sustainability and the ability to achieve lasting success.

According to Entrepreneur, after evaluating approximately 10,000 U.S. based firms, the team of editors and researchers behind the E360 Performance Index collected more than 250 pieces of data from the finalists, focusing on growth drivers and challenges, goal setting, resource allocations, and reward systems. The analysis uncovered a class of leading companies, including Evolve IP, whose continued success is largely based on superior value creation for their customers, building an adaptive learning culture, and aggressive geographic expansion—placing them amongst the most dynamic firms in America today.

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