National courier company reduces ASA by 30% and AHT by 30 seconds

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A national courier company implemented Oration to optimise their contact centre. The solution efficiently handled mobile callers by redirecting them to web chat agents and automated package tracking updates.

THE CLIENT

A national courier company with a global network encompassing more than 2,000 locations for 24/7 parcel pickup and delivery.

THE CHALLENGE

The client was experiencing increased demand in their contact centre, resulting in higher average handling times (AHT) across all voice channels. The client wanted to route all mobile callers to the right live web chat agents or voice agents where possible. For calls regarding package tracking concerns, the client wanted these to be automated.

THE SOLUTION

After successfully implementing Oration into their contact centre, Oration was able to determine if the caller was using a mobile number to then assign ‘a deflect’ action. This ‘deflect’ action was a simple SMS sent to the caller with a chat link connecting them to a live web chat agent.

In the instance they were not calling via mobile, they were passed through to a live agent. If the caller’s intent was identified as having any characteristics to tracking the whereabouts of a package, the ‘Track and Trace’ deflection feature was engaged. Oration would handle the rest of the call by providing accurate package tracking status updates and only re-routed to web chat or voice agents if further assistance was requested.

THE RESULTS

Oration was able to:

Reduce average speed to answer (ASA) by over 40% in comparison with the client’s original call steering system

Automatically provide 70% of calls related to ‘Track and Trace’ with status updates, successfully transferring the other 30% to a live agent

Deflect 8,000 calls by notifying customers of adverse weather events causing package delays with up to two weeks’ notice

Reduce average handling time (AHT) by 30 seconds

Deflect 20% of voice calls to chat when others are moved.

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