Value Proposition - Case Study

ISYL™ brings results. A large HMO with 500 call center agents recorded the following improvements from the day ISYL™ was deployed:

  • Accuracy up: Error rate decreased immediately by 80% to 90% and has remained consistent

  • Training costs down: Training for CSRs reduced 94% to 4 hours

  • CSR satisfaction up: Less discouragement, happier callers

  • Turnover down: Attrition rate dropped 15%

  • IS costs down: Business process changes are now implemented by non-technical SMEs using ISYL™ wizards - 60% savings*

  • Time-to-market down: New programs to introduce members to new programs implemented in record time

  • Fine-tuning up: Better tracking of entire interactions to assist in fine-tuning and troubleshooting

Companies need to save save customer care costs while improving quality. Big costs include hiring, training, compensating and losing agents, all of which happen with too much regularity. Wrong and incomplete answers also cost way too much. 

* Technology changes are easier and less expensive as well because of the modular Web Services design in which additional adaptors to additional data sources can be added incrementally without affecting the existing implementation

 

What Call Centers Need

Most interactions between companies and their customers occur over the phone. Some customer care is gradually shifting to web self-service, but the phone is still the most common touch-point between companies and their customers.

Agents in call centers primarily do one thing: mediate a conversation between a person (who often doesn't know the jargon of the business) and an enterprise data system. The caller has a need -- the agent tries to meet the need by working with the data in the system.

Translating between a caller's choice of words and the business terminology is one of the things that makes agents' job difficult. This is what we do better than anyone else: understanding a caller's need and translating it into service.

 

 

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