INDUSTRY WATCH
The migration strategy was gradual . The implementation started in 2015 and they finished migrating the last of the 600 positions in March 2016 .
“ We progressively migrated the different sectors of the contact center : investments , clients , claims , business , foreign trade and telemarketing . In that cycle , the QM , recording and reporting solution was put into operation ,” he added .
Corporate banking culture
“ One of the main indicators that we manage , is operational efficiency , which is an aspect where the stability of the Avaya platform stands out . In five years , we have had no serious incidents , and the availability of telephone service has been greater than five nines ; in the asynchronous services of chat , mail and social networks we have reached four nines . And above the five nines in the recording service ,” said Caiafa .
“ We can evaluate the performance of those who attend the telephone service , modify the position of the agents and carry out an adequate provisioning of the staff and the availability of resources , which added lots of value ,” he maintains .
“ When the customer experience is the best possible , they are more satisfied . Based on the quality of service we provide , customers consistently choose us . When our technological platform was closed , we were without interaction with the rest of the systems . Now going from TDM to IP technology , we have greater functionality and communication is more dynamic ,” said Caiafa .
Vital channels
For performance management , coaching processes , learning and continuous improvement customer service , they have screen and audio recording through the ACD telephony management suite .
The Avaya suite allows us to meet all of our requirements and continue with the plan to incorporate value-added services and strengthening the platform into the future . Today , Avaya ’ s portfolio of solutions is used by nearly 1,000 agents .
Caiafa said : “ We have almost 80 private banking positions assigned to answer telephone inquiries , along with high-income banking officers , foreign trade and other sector positions . Over 100 First Contact Resolution ( FCR ) agents , derive calls to the corresponding group cell , so the external client has the best experience and can obtain a quick response to their demand for product acquisition , value status or receive the best advice .”
“ With the old platform , metrics and reporting management required a lot of work from the support area and a significant amount of personnel . Now we have a much more modern contact center with consolidated reporting systems , improved quality parameters , integrated data warehouse indicators and agile dashboard management . All of this provides us with a real-time view of the operation at a glance , along with asynchronous views of social networks and chat .
“ With the e-learning module , the WFO suite allowed us to streamline the officer ’ s skills and course processes and reduce agent choice times .”
By integrating the Avaya solution with the existing virtual adviser ( Chat Bot ) across the different contact center channels , the company helps to efficiently manage referrals to care officers .
“ It answers almost 90 % of the queries without the need for an operator . If the ChatBot does not understand the client ’ s request , he passes it to an agent and with this we are able to increase the quality of the user experience .”
One of the immediate challenges for the deployment of speech analytics solutions and video is Avaya Proactive Contact Dialer for outbound campaigns integrated with CRM . Additionally , the Contact Analyzer solution needs to have complete traceability management that provides valuable data and consolidate reporting in the data warehouse .
Caiafa intends to automate some QM quality of service functions in the medium term .
BASED ON THE QUALITY OF SERVICE WE PROVIDE , CUSTOMERS CONSISTENTLY CHOOSE US .
“ From a technical standpoint , automation is absolutely critical and desirable from a functional point of view ,” he said . “ It is only a matter of planning and time , with the other platform automation would not be possible .”
“ From this we are able to contribute to the profitability of the organization and management of business risk , providing excellent indicators of continuity and availability of services . The primary value of the IT area is that we contribute to the rest of the organization .” p
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