IntelliResponse Financial Services Contact Center Case Study: ING Direct

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FINANCIAL SERVICES & INSURANCE CASE STUDY Leveraging the Power of First Call Resolution The SOLUTION: ING Implements Agent Answers from IntelliResponse; Level 1 Agents are Given One Right Answer The CHALLENGE: Empowering Level 1 Agents to Resolve Customer Issues Promptly and Reduce Escalations ING Direct was suffering from a high escalation rate at their customer service contact centre. At the root of the problem was ING’s central Intranet database, which housed all supporting documentation o
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  The CHALLENGE:Empowering Level 1 Agents toResolve Customer Issues Promptly andReduce Escalations ING Direct was suering rom a high escalation rateat their customer service contact centre. At the root o the problem was ING’s central Intranet database, whichhoused all supporting documentation on products,services, policies and campaigns. First-line agents oundit sluggish and hard to navigate. As a result, agents were reluctant to search too longor inormation. Too many times, these searches wereunruitul. As Evelyn Chan, Database Administrator,Sales and Service explains, “There was a general lack o confdence among the representatives to know that theanswer they ound was the most accurate and applicableto the question being asked.”Escalation o calls to second-level supervisors becamea routine occurrence in the contact centre. ING knewsomething had to be done. The number o escalationshad to be dramatically reduced.ING needed to quickly replace the Intranet interace with a contact centre tool the agents liked  . What’s more,the new tool had to be highly accurate in its results, soagents had the confdence to lead customers towardresolution on the frst call. Leveraging the Power o  First Call Resolution FINANCIAL SERVICES & INSURANCE CASE STUDY FCR is the most important metricor measuring customer service andcost perormance.Mike Desmmarais“World Class Call Center”For every 1% increase in FCR, you get a1% increase in CSAT.Mike Desmmarais“World Class Call Center” The SOLUTION:ING Implements Agent Answers fromIntelliResponse; Level 1 Agents are GivenOne Right Answer ING reduced frst-level callescalations by 33% – virtually immediately – by implementing Agent Answers romIntelliResponse.  Agent Answers allows call centre agents to key in aquestion, phrased in natural human language, and seethe result on the very next screen, presented as a single,accurate answer.Rather than the agent searching or inormation, Agent  Answers  fnds the right answer or the agent  . No morenavigating through screens, no more risk o taking a wrong turn in the search while customers are let to wait on the phone. Agent Answers is now the single repository or allcustomer-related ING inormation, housing 100% o the company’s customer service related inormation tosupport all products, services, policies and campaigns.“By simpliying the agents’ search or answers to a singleact o asking a question, Agent Answers has helpedincrease frst-call resolutions at our contact center”says Chan. Canada’s Highest Customer Satisfaction Scores: ING has the highest CSAT score in the Canadian market, 7.0, compared to other largeCanadian fnancial services companies, which typically score rom 2.0 to 3.0. “As themost widely used tool in our contact centre, Agent Answers a notable contributor to ourhigh NPS achievements,” says Chan.  CASE STUDY For More Information on this, and othercustomer success stories, visit IntelliResponse at or contact us directly at or 1-866-454-0084 . Copyright © 2010, IntelliResponse Systems Inc. All rights reserved.The trademarks identifed herein are the trademarks or registeredtrademarks o IntelliResponse Systems Inc. or other third party. Leveraging the Power o  First Call Resolution The RESULTS:   Agents Embrace Solution; EscalationCalls Immediately Drop  Agent Answers was precisely the right solution to helpsolve the escalation problem at ING. Using Agent  Answers, ING signifcantly reduced the number o escalations despite increases in total monthly call volume. “Our representatives love the simplicity o  Agent Answers, says Chan. “We couldn’t survive without it, and I can’t evenimagine the reaction i we told themIntelliResponse was being taken away.”  Escalations Drop Immediately, and by 49% in One Year Escalation calls to Level 2 supervisors dropped by anaverage o 33% when Agent Answers went live, and by 49% at the end o the frst year. Escalations continued todrop aterwards, even as ING Direct’s customer volume was signifcantly growing due to an expansion in ING’scustomer base. Agent Answers Contributes to ING’s industry-leading Customer Satisfaction Scores ING measures customer satisaction (CSAT) by Net Promoter scores (NPS). Their NPS is consistently around7.0, which is signifcantly higher than other Canadianfnancial services companies. “Agent Answers is a criticalsupport tool to deliver accurate, consistent answersrom agents, and to handle them the frst time without escalation,” says Chan. “As the most widely used tool inour contact centre, Agent Answer’s impact on our frst call resolution perormance is a notable contributorING’s high CSAT scores.” New Agent Training is Enhanced and Streamlined  Agent Answers has helped resolve the common trainingdilemma o agents eeling pressured to learn and retainan overwhelming library o product-related knowledge. With Agent Assist now integrated into agent training,now the teaching is ocused on agent tools and customerservice excellence, as well as product knowledge.  Director’s Time is Freed Up for MoreStrategic Activity The Agent Assist platorm is the single repository or100% o customer-related ING inormation. Despite themassive scope o this inormation, updates are easily made. Only 60% o the Director’s time is required orto support and maintain IR or all this inormation.This rees Chan to ocus on more strategic, higher-contribution aspects o her role at ING, like businessplanning and team management. Ask Question in Natural LanguageOne Right Answer Result Top Questions Dynamically RankedRelated Questions OeredReal-time Agent Rating SystemMulti-context, Multi-lingual Knowledgebase 126345 123456 Agent Answers How it Works Most contact centre knowledgebase solutions arecumbersome to access and use effectively. They are built based on complex and time consumingsearch, tag and browse methods that require CSRs toembark on a “scavenger hunt” or the right inormation, while keeping their customer on the phone and waiting.FAQ approaches only work when they are a limitednumber o questions that a CSR can easily “scanand pick”, but quickly become ineective when thecomplexity increases.Studies show that it takes an experienced CSR an averageo fve steps to fnd the answer, and newer representatives10 steps. Every step that can be elimintated whilemaintaining perormance and accuracy has a signifcant impact on call centre cost and productivity. This is where Agent Assist rom IntelliResponse makes the dierence. Agent Assist is easy to use, and provides eectiveknowledge management and rapid service capabilities– all in a single tool your agents can conveniently andcentrally its results, so agents had the confdenceto lead customers toward resolution on the frst call. Next Generation   Agent Answers from IntelliResponse  
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