BBN Technologies

Reduce Costs By Improving Caller Satisfaction

The AVOKE End-to-End Analysis reveals every significant opportunity to improve caller satisfaction, cost efficiency, and business performance in your call centers. Your callers' experiences are profiled from dialing to hang-up, including IVR automation and agent handling – across all in-house and outsourced resources. The AVOKE End-to-End Analysis typically reveals achievable savings of 10-20% of agent talk time, plus opportunities to reduce negative caller experiences by 10-30%.

Understand Your Callers

Operational excellence requires a call center strategy tailored to your callers' needs and your company's value proposition. That's why the AVOKE End-to-End Analysis begins by building an in-depth understanding of your callers:

• Who calls? Why do they call? What's the volume of each?
• How much time does each type of caller/inquiry spend in the IVR, in queue, with agents?
• How many calls are resolved? Where do callers give up? How many get dropped?

Next, patented BBN tools are used to analyze your caller experience data in the context of your business priorities to discover improvement opportunities.

Optimize Agent Value and Automation Efficiency

By optimizing the dialing to hang-up call process for each critical caller type and inquiry, the AVOKE End-to-End Analysis describes how automation and agent resources can best be deployed in your centers. Results highlight process and policy issues that prevent first call resolution. Deliverables include specific recommendations for call reduction, call steering, self-service, and agent handling.

Analytic Insights For Strategic Improvement

The AVOKE End-to-End Analysis is a professional services engagement that delivers specific and quantified recommendations to maximize caller satisfaction, cost efficiency and business performance in your call centers. BBN consultants utilize the AVOKE Call Browser system to capture and analyze thousands of end-to-end calls. Using the resulting database of your callers and their behavior, the AVOKE Caller Experience Methodology reveals specific strategies to maximize the value of both IVR automation and agent resources.