Waiting calls and abandoned calls occur
When a customer calls, the call is transferred to a waiting operator in order, but if all the operators are busy and there are no more waiting operators, the customer will be kept waiting on the phone until the next waiting operator answers (a waiting call).If 90 seconds have passed since the call started without being connected to an operator, the call will be switched to an answering machine and the customer will be asked to record a message, but there have been cases where the customer has hung up the call before it is switched to answering machine (abandoned call).
These "waiting calls" and "abandoned calls" often occur during times when there is a temporary concentration of incoming calls, or during early morning or late night hours when there are fewer staff members, so it has become necessary to secure staff appropriately and, in situations that are difficult to predict, to create a reception system that does not rely on people (that can act as a substitute for people).
It took time and effort to check before the call was returned.
When a call is recorded on the answering machine, an operator checks the content, identifies the customer using information registered in CRM, and calls back. It takes an average of three minutes from the time the answering machine is listened to until the customer is ready to make a call, which means that especially during times when there are few staff, the number of staff required to handle this task is reduced, leading to a further deterioration in call performance. With the increasing need to accept calls more efficiently with a limited number of staff, the company decided to consider creating an automated answering system to eliminate "human and time loss" and improve "waiting and abandoned calls."
High degree of freedom, easy to use, and attractive cost
Facing these challenges, we learned about "AmiVoice ISR Studio" and conducted a trial. We were attracted by its extremely high speech recognition accuracy and the flexibility to create scenarios for automating responses. The UI is intuitive and easy to use, and compared to other companies' services, both the initial costs and monthly fees are low, so we decided to introduce it.
The time it takes to connect is shortened, reducing the occurrence of "waiting calls"
The results of the implementation are clearly visible in the numbers. Comparing the three months before and after implementation, the average response time (time it takes to connect) was reduced from 3 seconds to 12.6 seconds. This has reduced the occurrence of "waiting calls" caused by customers having to wait on the phone for long periods of time, and has enabled us to provide stable service to more customers.
Voice-to-text conversion reduces callback time
Furthermore, when comparing the use of an answering machine with the use of an automated answering system, the time from when a customer calls until the call is completed is reduced by an average of 10 seconds. Furthermore, with the automated answering system, all recorded messages are converted into text and recorded as cases in the CRM, eliminating the need to play back recordings like with an answering machine. This also shortens the time it takes for an operator to return a call, improving the overall response speed.
Improved quality of customer service, further efficiency improvements in the future
Currently, we automatically identify customers by comparing the spoken phone number with the phone numbers registered in the CRM customer information, but in the future we would like to work on further improving business efficiency by building a system that can identify customers from other sources besides the spoken phone number, such as caller ID and customer ID, and by linking with AI to automatically suggest answers.
to whom it May concern
Tokyo CSC Second Group
Section Chief Shinya Ogasawara, SV Sho Asahara
