Enhancing Agent Efficiency and Customer Satisfaction with a Decision Management System
Client Overview
An Indian lifestyle retailer specializing in beauty, wellness, and fashion products. This client operates on multiple platforms and touchpoints, spanning both B2B and B2C marketplaces, with offerings available across web and mobile platforms, as well as physical stores.
Challenges faced:
The client faced several key challenges that impacted agent performance and the overall customer experience:
- Cumbersome Sequential Processes: Originally, the client used a guided flow system through Google Forms, which followed a sequential traversal path. Agents were unable to directly navigate to the required scenario, leading to inefficiency.
- Switching Between Multiple Platforms: Agents had to toggle between various tabs—CRM, dialers, guided flows—which was time-consuming and negatively affected the Average Handling Time (AHT).
- Impact on Agent Performance: These inefficiencies contributed to lower agent performance, resulting in a decrease in the quality of transactions and ultimately a lower Customer Satisfaction (C-SAT) score.
Solution:
To address these challenges, we developed and implemented a structured, customizable decision management system with the following key features:
- Customized Decision Management System: The system was designed to streamline the process and enable agents to reach the exact scenario they needed without traversing lengthy flows, resulting in a significant reduction in AHT.
- Guided Decision Trees: We introduced decision trees to guide agents through complex processes quickly, improving decision-making efficiency.
- Smart Call Scripts: Along with the decision trees, smart call scripts were created to enhance agent communication during interactions.
- Platform Integration: The new system seamlessly integrated with various platforms, allowing agents to access all necessary data without switching between tabs.
- Quality Management System (QMS): The system also featured transaction auditing through a quality management system, ensuring that interactions were consistent and high-quality.
- Sampling Algorithms: We implemented sampling algorithms tailored to the client’s business needs, which helped in auditing transactions and ensuring quality.
Results:
The solution led to measurable improvements in several key areas:
The customizable decision management system and smart scripts streamlined workflows, significantly cutting down the Average Handling Time.
With better guidance and auditing, the quality of interactions improved dramatically, achieving a near-perfect quality score.
Improved agent efficiency and transaction quality led to a noticeable rise in customer satisfaction scores.
Reduced Cognitive Load for Agents
Agents no longer had to memorize complex SOPs or worry about dip checks, resulting in smoother operations and higher agent satisfaction.
