A RETAIL BANK
Intelligent, real-time engagement via Contact Center transformation to reduced calls and retain customers in Digital Channel
- Mphasis identified customer journey mapping as a key activity that would allow the client to understand the key customer pain-points across channels
- Applied design thinking workshops, analysis of pain points via custom filters and potential solution recommendations via proprietary solution optimizers.
- The current experience is characterized by high call volume, drop-offs from digital channels and drop-offs rather than seamless channel-hopping.
- Encouraged self-help
- Maximize utilization of existing channels and assets
- Drove First contact resolution
- Engaged in a mode of preference
- Made switching modes seamless
Target Results Achieved:
- Containment drives LEI
- Contact Reduction drives cost reduction
- Create a scalable architecture that combines various elements of the conversational systems platform
- KPIs include Churn Rate, First Call Resolution, Self-Service Promotion, Offer Take Care, Conversational Value, Right Party Connects and NPS