Flare Design continues to deliver consultancy to Telecom, particularly on the open speech solution, self-service automation and advising around opportunities to gain greater leverage in the contact centre.
Despite the age of the implementation the solution remains one of the most intelligent going around. This is because of its use of data to complement the callers request, enabling Telecom to route calls based on more than just what the customer thinks may be their issue! From the outset the solution lifted self-service by 15% and, while it has never been fully leveraged, provides significant opportunity for skills based routing.
Our work has led to a number of self-service developments and continues to assist Telecom around improving its open speech “front door”, enhancing areas of the design and reducing the call flows that frustrate customers. The “one and done” strategy driving these initiatives describes the ideal caller experience where their first request enables them to be routed to the right self-service or CSR.