Case Study: Cable Industry
The cost of retaining a customer is less than that of gaining a new one. For this reason, the cable company wanted to make sure its service visits to customers were superlative experiences. Customer comments gathered through surveys are used to evaluate technicians, procedures, and isolate any systematic problems; but the company was dissatisfied with the format and timeliness of the results. Getting the feedback quickly enables immediate action - whether it’s calling the customer who had a less than positive experience or rewarding the technician who received a good review. The cable company was most concerned with issues historically leading to discontinued cable service.
Today, after service technicians leave a customer’s home, homeowners now receive an interactive voice response call. The homeowner is presented a series of questions about the level of service they received. The customer’s responses are recorded into the database where business rules and reports are run immediately to identify customers requiring follow-up by live agents.
The goals of the interactive survey campaign were clear: create a high-quality message to invite customer participation and simultaneously deliver specific feedback to management in near real time. With extensive library of proven applications and contact center expertise, Prosodie Interactive was able - within weeks - to create new surveys tailored to each nuance of the deployment in both English and Spanish. By monitoring the results closely, administrators can continually adjust the script and the calling strategy to optimize response rates - in near real time.
Every month the broadband provider contacts thousands of customers with the interactive survey and has shared these results with us:
Reduces costs - nearly a 50% cost reduction over the use of agents.
Generates high participation rates - more than 80% of the customers contacted completed the survey.
Delivers consistent message - By automating the survey, the company is ensured the message is delivered to the customers consistently, time after time.
Provides immediate insight - With near real-time access to the customers’ feedback, the carrier can quickly identify customers who provided low ratings for the field service and can address the issue immediately, thus improving customer satisfaction and loyalty.
After a service technician leaves your customer’s home, homeowners can receive an interactive, natural voice notification. The homeowner receives a series of questions about the service provided.
IMMEDIATE RESULTS. The customer’s responses are fed back into the company’s database where reports are run to provide insight into the service delivery and identify any follow-up actions to be deployed - all within an hour of completing a service delivery.
TAKE ACTION. Getting the feedback quickly enables you to take immediate action.
ACCURACY. The timeliness of results allows the most accurate results as possible.
Getting customer feedback on its services and people within hours of the service delivered allows the our clients to take immediate action on the survey results.
Good data and the right timing helps us help you retain customers!
Prosodie Interactive’s survey tool provided the platform for the cable company to implement the survey within two weeks. Furthermore, the reporting tools provided real time feedback and action flags that signaled survey responses the deserved live agents to follow-up.
Case Study: Strategic Consulting
Strategic Consulting Group (SCG) provides polling, voter identification and get-out-the-vote (GOTV) services to political campaigns. SCG began looking for a better way to conduct outbound telephone voter identification and GOTV election campaign support programs back in 2001. Traditional outbound calling campaigns proved to be relatively inefficient – requiring volunteers to cope with dozens of answering machines and to wait for parties to pick up. As a result, volunteers at phone banks could make an average of only 12 contacts per hour. Using paid-phone vendors’ predictive dialing systems would push the costs way up.
Data capture also became cumbersome becasue hundreds of volunteer hours were spent entering the paper responses into the master voter file. Last minute resources and targeting decisions in the final days of a campaign depended on the most current voter file raising an important question: How do you improve efficiency of volunteer time and speed up reporting on dialing campaign while keeping costs down?
SCG turned to Prosodie Interactive and an ASP partner to create a Computer Telephony Integration (CTI) solution. Using Prosodie Interactive’s Virtual Predictive Dialer (VPD) for the outbound dialing engine, the ASP partner created a web interface which was integrated with the Prosodie Interactive VPD.
This collaborative effort produced a best-of-breed system for SCG to better serve their clients’ needs. The new system offered a Voter ID identifier, free-form responses, call/agent status, multiple-action notes related to each call, and up-to-date consolidated reporting. Using a voter ID as a unique identifier rather than the called party’s telephone number added the benefit of capturing multiple voters living in the same household.
The new system was launched in the 2004 election season. Volunteers in SCG programs logged more than 16,000 hours of voter contact through the system. In the weekend prior to the election, the system logged at least 2,200 hours and increased the contact ratio 300% to 500% for SCG’s clients. The higher contact ratio indicated higher volunteer productivity and reduced the ‘frustration factor’ for telephone volunteers from previous election campaign seasons. At the same time, SCG and its clients managed to keep their operating costs well below paid phone vendors.
"Campaigns are no longer forced to choose between relatively expensive paid phone vendors or highly inefficient volunteer-based programs. The predictive dialer and web screen application allow anyone, anywhere in the country, to use the same technology a professional phone center uses—at a fraction of the price. It has proven to be an invaluable tool for candidates and political organizations."
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