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| A typical technology enhancement plan for an existing Contact Center includes improving the current technology applications and defining an implementation roadmap for the future. This covers the following: |
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Designing skill-based routing for a multi-skilled Contact Center |
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Studying the feasibility of an application such as Workforce Optimization solution |
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Managing Speech Recognition |
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Consolidating diverse Contact Centers |
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Studying the feasibility of a Contact Center for a specialized service |
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Impact and benefit analysis of CRM |
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Benefits of converting Contact Centers from TDM to a VoIP |
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Designing a business continuity plan |
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Changing/ redesigning Self Service strategy |
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Recommendations increase CTQ by 98%
The recommendations of the skill-based routing study conducted at an international Contact Center helped increase its Critical to Quality (CTQ) to 98% productivity, from 83% before the study. |
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Service levels increase by 15%
The Contact Center of an international airline faced service levels of 73%. As a result of the Servion study conducted and our recommendations, service levels rose to 85% with a 15% increase in First Time Resolution (FTR) and TurnAround Time (TAT). |
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| • | Increase in IVR penetration with Servion's Gap Analysis
The IVR penetration of an international bank was only 12%. The recommendations of a GAP Analysis undertaken by Servion's consulting division helped increase IVR penetration from 12% to 30% and increased IVR uptime to 99%.
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