Our BPO partners often manage Health Savings Accounts (HSA) for client companies. CSI built an IVR solution for one partner looking to offload the strain on the call center staff and infrastructure. After some discussion and analysis, we built the IVR to provide self-service for the most frequently requested information by their HSA customers:
Current [...]
Filed under: BPO, Contact Automation, Continuous Improvement, Cost Savings, Shared IVR Services | Leave a Comment »
CSI is always looking for ways to help our clients improve containment in the IVR. One great example was with a large internet service provider (ISP) who wanted to implement a self-service trouble ticket status line, which had previously been 100% live agent. After launching the program in March 2006, the IVR consistently contained 20 [...]
Filed under: Contact Automation, Continuous Improvement, Uncategorized | Tagged: Contact Automation, Continuous Improvement | Leave a Comment »
