HR and Benefits Management

Our Human Resources (HR) and Benefits Management applications improve customer service levels and decrease contact center costs, while offering employees a better self-service calling experience. Now you can deploy shared contact and voice portal services that provide easier and less costly access to information on employee health and insurance benefits, performance reviews, training programs, and more; while significantly increasing your automation rates and lowering your live agent costs. As part of our Continuous Improvement Methodology, we continually monitor your self service application at all check points to find ways to increase automation, improve call flow and reduce the number of opt-outs to live agents.

Self Service Applications include many banking card applications, as well as State Electronic Benefit Transfer (EBT) programs their which allow food stamp and cash program participants to check card balances, recent transactions and other card activity. By integrating directly with our clients' EBT management systems, our IVR applications provide real time information to callers.

We developed a Medicaid Management Information System contact and voice portal application and reduced the transfer percentage by 7.3% over a period of several months.

The results of streamlining the Contact Portal and redesigning client interfaces are dramatic across all EBT applications, resulting in upwards of 98% call automation. We've helped many companies and government agencies increase automation by 10% or more, which can translate into millions of dollars of live agent cost savings. By shortening voice prompts and redesigning call flow, Contact Portal call length can be significantly reduced, eliminating millions of minutes annually for some clients.

Delta Case Study
Learn how we improved contact center automation by nearly 15 percent.