Insights / Case Study
Insights / Case Study
As progressive and innovative as this insurance leader has been over its long history, its IVR services were not keeping pace. Less than half of its callers were satisfied with the IVR, finding it had too many options that weren’t the right options, required too much account information, and offered no easy means to speak to a representative.
With the customer experience suffering, and limited options available for enhancing the existing IVR, the client needed assistance implementing a new conversational IVR system that would improve customer satisfaction and drive better self-service containment rates.
Concentrix assembled a team of customer engagement consultants, technical IVR experts, and speech scientists to help the client design and launch a best-in-class conversational IVR. We conducted interviews with the client’s leadership and subject matter experts and explored voice of the customer feedback, including verbatim comments, to prioritize the top improvement areas to address.
Our comprehensive analysis of the client’s existing landscape revealed thousands of unique experiences to consider, based on the combination of:
As a trusted partner, we were able to leverage best practices from our extensive IVR deployment experience and combine that with knowledge from prior engagements with the client. We then used the data to craft a multi-year tactical roadmap for converting old touch-tone IVRs across the family of affiliated companies to conversational ones powered by natural language. Our approach was developed around the goals of providing:
Following an agile roll-out plan created for our recommended roadmap, we worked with client stakeholders to continuously infuse best practices into the design throughout development cycles, covering the end-to-end process of gathering requirements, building applications, launching products, and optimizing based on insights.
Our IVR solution was built around 3 key elements:
“With Concentrix’s expertise and attentive support, the client successfully kicked off a multi-year IVR transformation that aims to ultimately transcend customers’ call experience and unlock further opportunities.”
$3.2M annual savings
45% reduction in misrouting through better call routing
5-10% increase in containment through self-service enhancements
