SERVICES

Self Service Kickstart

Understand and validate what you can do to reduce low value contact volumes with self service.

Do you need to reduce contact volumes to your contact centre, because of cost or capacity issues?

Do your contact centre agents spend significant time handling low value issues?

Are you keen to understand if your systems are ready to deliver a self-service experience to your customers?

And do you want to demonstrate to your business what this could look like?

This is right for your business when:

01.You need to reduce call volumes to your contact centre to meet call handler capacity. 02.There are common low value scenarios currently being handled manually that could be self-serve. 03.You need to validate your system readiness for a self service experience and demonstrate the capability.

What we'll do


We’ll work with you to identify one or more key scenarios that are currently generating significant volume to your contact centre. If you already have a clear idea of these specific scenarios and issues then we'll focus on them. If you do not, then we’ll carry out analysis of call themes to determine them.

We'll analyse your current systems and products to determine how a self service experience could integrate into your current workflows and platform implementation.

Finally, we'll provide you with a clear plan on next steps that you can take to take the concept into production, together with estimated costs and an associated ROI model. Our emphasis will be on defining and demonstrating a fast, tactical solution. We know that you’re busy: our teams will ensure that we involve you at all key points in the project but that we remain non-intrusive and don't disrupt your normal activities. Then we'll develop a technical proof of concept, including basic front end experience (mobile or desktop) within a test or sandbox environment.

Common activities

  • Analyse high volume, low value contact traffic
  • Systems analysis
  • Process mapping(existing and future)
  • Creation of design concepts and technical POC
  • Creation of high level delivery plan, estimated costs and ROI model
 Activities will be confirmed based upon your specific needs


EstimatedTimeline


2 - 4 weeks

Despite 70% of customers using self-service channels at some point in their resolution journey, only 9% find they fully resolve their issues this way*. With live contact centre interactions costing 80-100 times more than a fully self-service fix**, it’s more important than ever to kick off your self-serve solution the right way.

* Source: Gartner    ** Source: Gartner

Get in touch

Want to know more about how we can help? Have a question? Simply fill in the form and someone will get back to you as soon as possible.

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