CSR Contextor wizard
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The Contextor CSR Wizard enhances customer service operations by providing over 70,000 Customer Service Representatives (CSRs) in Europe with tools for improved efficiency, such as automated process execution and an optimized interface. It offers immediate access to necessary information, reduces average handling time (AHT), and simplifies customer interactions while integrating with various existing applications. Case studies demonstrate significant improvements, including a 100% first call resolution rate for clients like Hello Bank and GDF Suez.
CSR Contextor wizard
- 1. CSR Wizard From contextor
- 2. More than 70 000 CSRs in Europe using Contextor
- 3. CSR and Entreprise expectations • 360° view • First Call Resolution • Up-sell and Cross-sell • Complete dedication to customer case • Productivity • Reduced time-to-market CSR needs easy and immediate access to the information
- 4. Existing contact centers and back office environments? • Multiple applications • Numerous clicks • Multiple entries • Tedious navigation • Risk of errors • CSR in charge of process execution • Complicated service issues IT improvements too long for the business needs
- 5. CSR Wizard from Contextor Contextor wizard • Automated process execution • Next best action • Optimized interface • Integration with existing applications Tailored for actual CSR work
- 6. CSR Wizard benefits • Customer Immediate information provided Active listening • CSR AHT reduced Process execution help Valued work Limited training • IT departement Easy connection to ANY type of applications Legacy, C/S, Web, Cloud No change to existing applications Project realized in matter of weeks
- 7. Try it! • Many case studies to be presented • Proof Of Concept On site on actual processes Free of charge Two days
- 8. Hello bank • Online banking subsidiary of BNPParibas • Subscription process was requiring a month before actual account availability • Several sources of information (internal and external) to be checked before the actual creation of the account Same details to be typed in Results to be entered in the main application …
- 11. Most processes Fully automated 10 AHT -80% INTEGRATED APPLICATIONS 12 Hello Bank Wizard deployment 1,5 month Contextual View Agents 100
- 12. Client Background World largest diversified utility company 218 350 employees €84.5 billion in 2010 revenues Claiming process Customer complaining that an invoice had the wrong amount 5000 agents involved Pitfall Long & cumbersome process, 250 parameters required to define a comprehensive and professional response FCR < 70%, long training 11 GDF SUEZ
- 14. ADDITIONAL REVENUE +++ 13 First call resolution 100% GDF SUEZ PARAMETERS ANALYZED 250 CUSTOMER 360° EXPERIENCE View AHT - 20%