The CHALLENGE:Empowering Level 1 Agents toResolve Customer Issues Promptly andReduce Escalations
ING Direct was suering 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 longor inormation. Too many times, these searches wereunruitul. 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 interace with a contact centre tool the agents
. 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
FCR is the most important metricor measuring customer service andcost perormance.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 inormation, 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 let to wait on the phone. Agent Answers is now the single repository or allcustomer-related ING inormation, housing 100% o the company’s customer service related inormation tosupport all products, services, policies and campaigns.“By simpliying 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.