How does Spoken provide 100% to 200% ROI?
Spoken decreases Average Handle Time substantially. One customer saved 57 seconds per call, resulting in an overall operational savings of 16%.
Choose between partial automation and full automation, depending upon your unique customer needs. Spoken effectively automates the front and back end of customer calls, including:
On the front end:
- Name and address capture
- Customer verification
- Problem identification
- Trouble ticket issuance
On the back end:
- Documentation
- Customer Satisfaction survey
How is that different from a regular IVR?
Using North American labor, the cost of the system and the guides cost an average of 25 cents a minute; the average cost for a live agent is 66 cents a minute. If you choose to use off-shore labor, the cost per minute using Spoken and a guide can be as low as $0.13. These costs reflect significant volume commitments.
By allowing Spoken to effectively automate the first 90 seconds of a call, most call centers will see an ROI of 100% in the first 90 seconds of each call alone.
By enabling guided self-service to work for easily automated functions such as taking customer information, and finding and verifying account information, Spoken maximizes your agents’ productivity, directly impacting call center performance — all while shaving an average of two minutes off each call. The number of calls a guide can handle is a function of how short your calls are and the complexity of the questions.
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