Use Case: Call Centre Systems

Challenge:

We specialise in call centre systems due to our service design background in this area. We have created a number of systems that enable either assisted support or automation of services.

Actions:

  • Creation of a system to remove common questions asked over the phone.
  • Using information from a number of sources.

Outcomes:

  • Reduction in calls answered by 65%.
  • Streamlined customer interactions.
  • Reductions in common questions or automatic referrals to those who had not contacted the correct team.