BBN Technologies

Turnkey Solutions, Strategy Development and Training

AVOKE Professional Services delivers a variety of services tailored to our customer’s specific needs and objectives.

Turnkey Solutions With on-demand analytics from BBN, you can satisfy specific needs without acquiring and installing a complex piece of software. Turnkey solutions provide the hosted AVOKE Call Browser analytics platform and expert consultants from BBN in a complete package. You get recommended action plans and business cases based on an in-depth analysis of your callers. Working collaboratively with your staff, you’ll see initial results in 4 weeks and a comprehensive final report in just 2-3 months. more

Strategy Development Measuring and managing caller experience is a new and proactive approach to optimizing call center performance. Your caller experience strategy should include a definition of key caller experience metrics, tools for capturing and reporting the data, and processes for engaging stakeholders and translating new insights into action.

Training The web-based AVOKE Call Browser engages partners, support groups and the business to serve your callers more effectively. It’s designed for most users to be productive without training. However, you’ll get maximum value if you invest in training a core team in the AVOKE Caller Experience Methodology and in techniques for discovering patterns and relationships in your calls.

The AVOKE Caller Experience Methodology

All AVOKE Professional Services are built on the foundation of the AVOKE Caller Experience Methodology. Developed in the course of 10 years of call center research and practice, the methodology has two components. First is a set of metrics developed by BBN to measure cost effectiveness and caller satisfaction. And, second is a process to mine the metrics and underlying call data for process improvement opportunities.

The process begins by using the AVOKE Call Browser to reveal dissatisfiers and inefficiencies in your call traffic. Next, the impact of each issue is quantified. Then root cause analysis determines recommended changes. And finally, the expected value of each change in saved agent time and caller experience is projected. The result is a concrete roadmap you can trust to justify improvement initiatives.

Turnkey Solutions

Turnkey Solutions include both custom and packaged offerings. Packaged solutions are provided as fixed-price 8-10 week project engagements. Each project focuses on a specific priority such as reducing call volume, improving first call resolution, reducing transfers, or increasing self-service. Project deliverables include a quantified improvement roadmap based on a detailed analysis of your callers. Packaged solutions include: