Success Story, Delta
CSI Impact: Improved contact center automation by nearly 15 percent in just over a year which has resulted in greatly improved caller experience.
Summary
- Built an automated HR and Benefits IVR application for Delta's employees
- Eliminated need to internally support obsolete equipment by replacing older IVR technology with shared services
- IVR application continuously improved as caller trends are identified
Working through our business process outsourcer partner, CSI designed, developed, and implemented an automated electronic benefits and HR application for Delta Airlines employees. Delta employees call a toll-free number that accesses the shared IVR services offered by CSI to manage their benefits. Using the system, Delta employees perform HR tasks such as changing their dependents. They use the system for all benefits, payroll, HR, and related issues.
After entering their employee number and verifying information, to ensure HIPAA regulations are met, employees of all levels are directed to the specific service offerings available to them based on their job classification. The ability for the employee to get to the information specific to them is based on intelligent dynamic prompting.
CSI worked with our BPO partner and Delta to create the most optimum call flow depending on job classification. The application ensures that the employees are directed to the most appropriate live agents if additional assistance is needed. As the risk levels differ based on job title, different insurance companies are used to service different types of employees. The BPO needed CSI to ensure 100 percent availability of the application. With CSI shared IVR services, 100 percent availability is the standard. Prior to working with CSI, an IVR that was being used had become obsolete and hard to manage internally. The shared IVR service offerings from CSI eliminated the requirements for the internal IT staff to manage the obsolete technology.
CSI continuously makes improvements to the menu structure of the application so callers are directed to the right agents who were familiar with their specific program if they had questions. Employees were able to get the right answers quicker when they were directed to agents that had specific knowledge of their plan. The improved menu structure would require callers to spend less time on the automated call, which further improved customer satisfaction. CSI tracks exit points in the IVR and the types of calls live agents are handling. This data is frequently reviewed to identify other areas for improvement.
Working with Delta, CSI modified the application over a dozen times to continually improve its performance, as new user trends were identified. The IVR application Delta was using prior to moving to CSI was also obsolete and no longer supported by its developer. By going with CSI shared IVR services, Delta was able to redeploy the IT staff who managed the older application and avoided capital expenditures of over $1 million for new equipment. The CSI multiple data center approach, with co-existing and totally redundant sites in Texas and Virginia, also gives our partner and Delta the confidence that the system would always be available.
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