Intelligent Call Routing: Getting callers to the right place, at the right time, for the right...
Transcript of Intelligent Call Routing: Getting callers to the right place, at the right time, for the right...
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THE PANEL
Lindsey SchwarzeCSM, Enterprise Engagements
Kaylan PasiekaSpecialist, Online Experience
Sarah Wernik,Director, Enterprise Engagements
Chadd Ryan,Sr. Manager, Residential Insights
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#InvocaSummit
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Getting callers to the RIGHT destinations at the RIGHT time.
…Oh and also…
Getting the RIGHT data from the RIGHT Marketing Technology
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What Will We Be Discussing Today?The Right Routing
The Right Data
The Future of Right
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OVERVIEWAllstate Business Requirement Invoca Solution
Ensure local agent/agency marketing ads don’t route calls to the contact center
Create one unique call routing campaign per Allstate Agent, with no option to route to the contact center
Ensure no leads are lost due to inability to connect to an agent or an agent speaking the correct language
Define routing for corporate campaigns that route to the agency during hours but contact center after hours or back to the agency when the CC is closed
Provide French call treatment for Quebec efforts
Attribute marketing campaigns impact on inbound calls to 500 local agents, 98 agencies, and contact centers
Provide unique accounts and logins for each Marketing tactic (local vs. corporate) and numbers assigned 1:1 to activates or dynamically based on digital experience
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CALL FLOW
During Hours After Hours
Agent’s Desk Agency 1
During Hours After Hours
Agency 2
Quote Claims
Agency 3
Quote Claims
During Hours French Contact Center for
Claims
After Hours French Contact Center for
Quotes
After Hours French Contact
Center for Claims
1) Agent’s Rate Flyer Pamphlet
2) Corporate Marketing Ad
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RESULTS Accurate routing & improved customer experience
50% decrease in abandoned calls
Agent buy-in and increased marketing adoption 16% increase in calls YOY
Improved reporting and analytics Decreased customer acquisition
costs
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OVERVIEWFrontier Business Requirement Invoca Solution
Separate call routing and analytics across the 6 different regions and business lines (Commercial and Residential)
Unique accounts and logins provided for each Region x Business Line (i.e. Residential - East)
Unique destination points for calls within each Region x Business Line in Invoca
Maintain unique call treatment and routing for Sales vs. Service calls and New Customer vs. Existing Customer calls
Each unique Region x Business Line destination in Invoca route to Frontier’s CTI where exiting call treatments are maintained
Attribute marketing campaigns to inbound calls
Unique Invoca numbers per marketing campaign (static and dynamic), with custom data tagged for each number
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RESULTSAPPROACH
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RESULTS Visibility into
performance of marketing campaigns
Optimizations for new customer acquisition calls rather than just call volume
Ability to maintain detailed routing by zip-code and account information in CTI
APPROACH
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REPORTING - TABLEAU
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REPORTING - TABLEAU
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RESULTS Visibility into performance of marketing campaigns
EXPECTED
Optimizations for new customer acquisition calls rather than just call volume
Ability to maintain detailed routing by zip-code and account information in CTI
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THE FUTURE OF “RIGHT”The Right Routing Invoca Solution
Priority routing for VIP Customers
Real-time routing Intelligent
routing based on marketing campaign
The Right Data Invoca Solution
Consistent customer experience
Signal Rule Builder
Omnichannel analysis
Tableau Dashboard
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TAKE-AWAYS1. Use Invoca call campaigns simply for call routing and call treatment (less is better)
2. Focus IVRs around questions you can’t reliably collect intelligently (i.e. caller intent or location of service)
3. Use Invoca’s IVR for front-end ease and data collection but CTIs for detailed routing
4. Employ a unique ,across marketing tech stack, for tying data together
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Q&A
Lindsey SchwarzeCSM, Enterprise Engagements
Kaylan PasiekaSpecialist, Online Experience
Sarah Wernik,Director, Enterprise Engagements
Chadd Ryan,Sr. Manager, Residential Insights
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