Solutions

HR & Benefits Management

The Human Resources (HR) and Benefits Management applications we have deployed help our clients improve customer service and decrease contact center costs while offering a better self-service calling experience. Organizations in a wide range of industries are deploying shared IVR services to provide easier and less costly access to information on employee health and insurance benefits, performance reviews, training programs, and more. The strength of these applications can significantly improve automation rates, which in turn can lead to savings of millions of dollars in reduced live agent costs. Most of these applications can be handled in the IVR, and, when done properly, can lead to significant increases in customer satisfaction.

CSI services many states by helping to support their Electronic Benefit Transfer (EBT) programs, which allow food stamp and cash program participants to check card balances, recent transactions, and other activity on their EBT cards. By integrating directly with our clients' EBT management systems the IVR applications are able to provide real time information to callers. CSI works with our clients to ensure that their customers receive the information they need quickly and correctly to ensure high level of satisfaction. Since the EBT programs are based around debit cards, we have also developed many banking card applications.

CSI continuously monitors the overall productivity of the EBT solutions and applications and offers recommendations to enhance them. We continuously detail and analyze all of the checkpoints to continuously improve the application. We strive to reduce transfer (to live agent) rates for our clients by thoroughly tracking and modifying the IVR applications as needed.

Our clients have noticed that even the slightest modification can result in improvements that can save them millions of dollars. For example, CSI developed a Medicaid Management Information System IVR application and after continuous monitoring, has modified the application over a half-dozen times to continue improving automation rates. We have improved integration and reviewed customer calls with live agents to determine what could be put into the IVR to help increase automation utilization. Our initial projections were to reduce the transfer percentage by 2 to 4 percent. When CSI launched the application, the transfer rate was 39 percent. However after the improvements were made as described above, it went down by 7.3 percent to 31.7 percent over a period of a few months.

Across all EBT applications the results are dramatic, including upwards of 97.5 percent call automation by streamlining the IVR and redesigning client interfaces. We've helped companies and government agencies increase automation in many cases by 10 percent or more, which translates into millions of dollars of live agent cost savings. By shortening voice prompts and redesigning call flow, the IVR call length can be significantly reduced, thus eliminating millions of IVR minutes annually for some clients.