CX digital transformation

Voice to Digital Transformation

Transport information services are at the forefront of helping customers plan their trips by public transport in NSW. Shifts in digital technology have shaped and transformed customer information needs and expectations.

The Customer Experience Coach were engaged by Transport for NSW to transition customers who use the contact centre to digital channels and remove the barriers to digital channel adoption.

The engagement scope included contact diagnostic, master IVR and automation strategy, cross-channel self-service alignment and agent training and empowerment.

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Methodology

• Journey mapped the customer interactions and contact service flow

• Call monitoring and call listening to define existing call flows and potential customer, process and sales opportunities

• Tailored communication and training for contact centre leaders and agents

• Engaging broadly with multiple stakeholders

• End-to-end review of the IVR and assessment against best practice principles

• Creating a repeat caller program

• Developing a conversation framework, aligned to the needs of different customer segments, to improve the customer experience, offer digital app service options and initiate the customer call to action

Outcomes

• Project delivered massive reduction in call volumes and repeat calls. These are the lowest call volumes on record six months in a row post implementation

• The project paid for itself in savings within four months, and continues to exceed our clients expectations with ongoing cost reductions

• Low customer effort results following contact centre training – 1.5 score

• Delivered a change plan, training and coaching to the contact centre

• Delivered Master IVR best practice recommendations document

• Completed qualitative and quantitative analysis of customer interactions reports and operational routines

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