One of the Key transformative initiatives is development of virtual assistants powered by AI. Cutting edge technologies like RPA help reduce average wait times and minimize the errors during interaction of Customer Reps achieving seamless customer experience. Best-in-class tools like UiPath studio, with various optical character recognition engines are used to develop the solutions.

Case study:

Business Objective:

To reduce spelling and grammatical errors by Customer Reps, Qualfon operations requested virtual assistant or robot to standardize call summaries and insert into client’s CRM System. This robot would also have the added capability of Customer Service Agent to annotate call outcome on the go, swiftly.

Solution:

Working with operations, IT developed an assisted robot which collected specific data elements during process flows from clients CRM, allowed agent to add additional information as necessary and presented a properly formatted call summary to the agent.  After review, the summary is inserted into the client CRM System.

Results :

The RPA application is able to eliminate Customer Service Agent deviations, errors and standardize all call summary responses, resulting in reduced average handle time.

Omnichannel refers to a seamless integration of multiple communication channels like voice, email, chat, social media and other digital channels to create a unified customer experience.

Case study:

Business Objective

An international service company needed a solution that offered a way to deflect inbound call volume to alternative channels and reduce the overall time to resolution. The company was experiencing long wait times for the inbound queue and poor customer satisfaction.  

Qualfon Solution

Qualfon was chosen as the strategic partner for call center and technology services based on its experience and technological capabilities. We deployed an omni-channel solution to divert inbound call volume from the technician agents. The solution utilized an automated Chatbot response engine for SMS, email and chat channels with a knowledge base data crawler for self-service. In addition, customers were directed while in inbound queue, to additional self-service options via a support website. 

Results

With the addition of omni-channel Chatbots, Qualfon was able to deflect inbound volume by 13% and decreased resolution time by 21% via directed self-service. 

Customer interaction analytics is the process of taking unstructured data trapped in the audio of recorded calls, emails, chat transcripts or other customer interactions and turning it into structured data that can be searched and analyzed. At Qualfon, we uncover meaningful insights from unstructured using natural language conversations.

Case study:

Business Objective :

Qualfon needed to understand the drivers of long hold times, supervisor escalations and customer complaints for a pay-per-contact based utility customer. By identifying specific behavior, we would be able to uncover training and coaching opportunities to maximize revenue and increase customer satisfaction.  

Qualfon Solution :

Qualfon deployed an interaction analytics solution from one of our preferred suppliers that utilizes both analytics and AI to optimize agent performance. This solution will transcribe and analyze 100% of our agent-customer conversations, surface insights that improve CX, drive revenue growth, boost operational efficiency and mitigate compliance risk.  The system will prioritize and pick the right conversations for review, while also focusing on specific parts of each conversation that need attention or have the highest potential to drive change. Qualfon configured over 25 key points of interest (aka moments) for the system to track and report on by agent/day. 

Moments were created to:

• • Identify agents with long handle time, excessive dead air and hold time violations
  • Understand supervisor escalations
  • Monitor customer sentiment and complaints

Results

By utilizing the integrated evaluation forms, contextual feedback and targeted coaching features of

the application, Qualfon was able to reduce average handle time by 15% over a six-month period. 

Over the same timeframe, supervisor escalations were reduced by 4% and calls with negative customer sentiment dropped by 5%. 

Gamification can enhance employee motivation and engagement by introducing game-like elements and rewards into activities. This can lead to increased productivity, job satisfaction and a sense of accomplishment among employees.

Case study:

Business Objective :

Revitalize Operations with Gamification-driven Performance Enhancement

• • Observation skills
  • Employee/Peer Recognition
  • Operational Efficiency
  • Employee bonding and social inter personnel engagement skills
  • Workforce Retention

Solution :

At Qualfon we have adopted gamification techniques, such as points systems and rewards, to motivate agents and increase their engagement with customers. Such an effort helps to improve staff morale, reduce turnover and increase the quality of customer service. Basically, it is the incorporation of game elements, like point and reward systems, to tasks as incentives for people to participate.

Results :

Employees can view KPI performance on dashboards that keep status of current and historical challenges. Employees receive tokens for completing challenges, tokens are used to play games of chance and in return, employees win coins. Coins are exchanged in the store.

The stars are fast aligning for integrated reporting to be the next best thing in corporate disclosure. The time is ripe to look beyond plain statistics but with greater insight w.r.t over all 360 degree growth, with this it makes sense to create integrated platform which acts as a single source of truth for all employees. Being data at the core of our company, we use data enrichment capabilities to unlock insights to empower better decision making such that the system enables businesses to gain valuable and actionable information from their data.

Business Objective :

Enable and empower employees to make informed choices and drive employee success and satisfaction. Emphasis is to move beyond data collection and start gaining meaningful insights and trends.

Solution :

Agents can review individual KPIs, monitor progress to goals and review individual coaching sessions or team meetings. Team leads can review individual team member goals as well as team roll-ups, conduct coaching/team meetings and recognize performance/milestones. The technology adopted leverages SAP Connect api, angular, dot net core etc.

Result :

• • A more cohesive and efficient approach to information flow that draws on different data strands and presents the full range of actionables for employees to create value over time.
  • Enhanced employee accountability and stewardship for clients
  • Support integrated thinking, decision-making and actions that focus on the creation of value over the short, medium and long term
  • Need based and focused employee coaching

Qualfon’s eStore (AKA: Order Pointe) is our own foundational omnichannel marketing cloud platform that provides our clients (from diverse industries – such as: pharmaceutical, insurance, satellite broadcasting services) with mobile and web based customizable functionality, so that their agents/agencies have the business capabilities to grow their businesses. This platform allows our clients to build marketing campaigns for effectively selling their products and help market them with better hit rates.

Case study :

Business Objective :

To provide integrated solutions for website, call center, personalized email and direct mail, promotional offers, campaign creation & management, data analysis, warehouse inventory management and fulfillment and print fulfillment using secure, reliable, scalable and high-performance cloud services. Our clients use this platform for creating campaigns, targeting potential customers and tracking customers intent so that they can make a successful conversion for business benefits.

Solution :

Qualfon’s Order Pointe is a product built using cloud services with customizable and re-usable modules and a tiered architecture. The authentication module provides the flexibility to integrate with different identity providers based on the needs of the client. The solution offers direct mail printing capabilities with our own creative teams involved in designing these templates. The platform has the ability to integrate with different secure payment gateways and be PCI compliant. Robust reporting, data analytics and data visualizations are offered by this product.

Results :

Our clients have embraced all of the tools in Order Pointe to continue to make improvements to grow their businesses and to stay ahead of their competition. Knowing that they have the ability to make and implement changes, within a matter of minutes and not days or weeks, provides them with a competitive advantage. Our clients are able to create/edit/remove promotional offers in a timely manner without having to engage a development team, which allows them to quickly pivot as their industry needs change and to be more efficient and fiscally wise.
They are also able to provide important information to their agents, so they can take action to stave off their competition