ROI for IntelliResponse - a Summary

The ROI fits into 2 categories - quantitative and qualitative.

QUANTITATIVE

Deflections of calls and emails

·         Calls will be reduced from a low of 5% to a high of 35%.

·         Emails will be reduced even more as these visitors are already online. Reductions will be between 25% to over 60%.

Agent productivity improvements

·         First Contact Resolution (FCR) - escalations to level 2 agents will be decreased by 10% to over 50%.

·         CSAT - every 1% improvement in FCR results in a 1% improvement in CSAT (source - SCM). Given the significant impact IntelliResponse has on FCR, this is a material improvement.

·         Average Handle Time (AHT) will be reduced from 5% to 30%, depending on the complexity.

Online conversion

·         Visitors can purchase online or complete applications with no live help required.

QUALITATIVE

Customer experience - a recent Harvard Business Review article ("Stop Trying to Delight Your Customers") reported that 57% of all callers to the Contact Center had been on the website first trying to get their question answered, and 34% are still on the website when they call. Your customers want to self-serve, but a poor website experience forces them to call - this chips away at your brand and impacts customer loyalty.

CSAT will be improved by up to 100% - this is measured by a random survey before and after IntelliResponse.

Business insights will be gained from analyzing questions, for example ? a rental car company received questions about trailer rentals, a national bank improved their own internal branch bank support, and a University used the insights to identify new course offerings.