ProtoCall Results
| If you are skeptical about launching a new KomBea program and concerned by the implementation of it, rest assured that our team of Six Sigma-trained "black belts" have rigorously tested the ProtoCall agent-assisted voice solution against a series of control groups that were not using our product. These testing methods consistently demonstrated that not only does ProtoCall enable call centers to reduce handling time and improve regulatory compliance — agent, customer and shareholder satisfaction is also markedly improved. |
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Customers
- ProtoCall improves customer satisfaction by reducing the incidence of escalated calls by as much as 300 percent and cutting the number of customer call backs in half.
- Customers also feel they are receiving better service from ProtoCall agents than the test group in all areas including friendliness, knowledge and communication.
- By using ProtoCall voice-blending, even when customers notice a transition from the recorded voice to the agent's voice, the transition is subtle enough not to disrupt the natural flow of the call.
Shareholders
Regulatory Compliance
With the introduction of ProtoCall, regulatory compliance improved dramatically from below the standard of 94 percent compliance to over 99 percent in just over one week.
Handle Time Reduction
Just one month after implementing ProtoCall in a group of newly trained agents, the call handling times were dramatically lower — in some cases as much as 50 percent lower than the group of seasoned, experienced agents.
ProtoCall Case Studies
#1 Ensuring Consistent Communications across a Global Market
Client: A Global Leader in Financial Services
Situation
One of the industry's leading financial services companies had difficulties maintaining regulatory compliance and customer-service standards across its global call centers. Many of its customers were serviced by off-shore locations, creating difficulties in delivering consistent and accurate information. These concerns, coupled with maintaining compliance metrics and operating multiple global locations, put this company at risk of incurring millions of dollars in fines and infractions by the OCC (Office of the Comptroller of the Currency).
Solution
By deploying KomBea Corporation's ProtoCall solution, this company is greatly reducing its risk by helping phone agents deliver compliant disclosures and caller verification. Using ProtoCall real-time reporting, local and corporate leaders are informed of a disclosure or verification flaw within seconds of the call ending. This gives them the ability to proactively respond minutes after an infraction occurs. Global consistency is no longer a pipe dream.
Results
ProtoCall enabled this company to achieve regulatory-compliance ratings above 99 percent, while also driving solid policy adherence in areas such as caller verification. The delivery of sensitive information is consistent, accurate and in line with company standards. As a side benefit, client confidence increased as a result of clearer agent communication.
#2 ProtoCall Helps Client Realize Benefits of Continuous Process Improvement
Client: National Telecom Provider
Situation
A national Telecom provider sought to improve its average handle time (AHT) on customer phone interactions, while also improving cross/up sales performance. Most agents were not offering the best sales pitch or timing. In many other cases, agents were not offering any sales pitch, often because of their concern about exceeding AHT targets. These missed sales opportunities were translating into millions of dollars in lost revenue for relatively little savings in AHT.
Solution
By deploying the ProtoCall solution, KomBea was able to provide the client with a method to find its best sales opportunities. This was done with application of Six-Sigma, Continuous Process Improvement (CPI), and Kaizen methodologies, which focused on handle-time reduction and increased cross/up-sell results. By determining the points of greatest opportunity and efficiency, KomBea was able to apply best-practices to maximize the performance of all agents simultaneously--instead of one agent at a time.
Results
The provider was able to effectively and consistently reduce AHT by approximately 25 percent, while increasing cross/up sales by 20 to 100 percent, depending on the type of product or feature offered.
#3 Improving Change Efficiency and Expediting Updates with ProtoCall
Client: Leading Wireless Phone Provider
Situation
One of the nation's leading wireless phone providers was working to more consistently update and manage product and policy changes across its call centers. Because product updates, information releases and pricing changes occurred rapidly and frequently, communicating the information efficiently was cumbersome and difficult to manage. This provider's marketing team launched new products or service campaigns almost monthly, while the legal team struggled to maintain pace with continual disclosure updates.
Solution
By partnering with KomBea Corporation, this provider was able to effectively make process changes within ProtoCall and see these changes used instantaneously by its phone agents in all call centers with no need for training, chair drops or team huddles. The provider and the phone agents are confident that they are giving callers both accurate and updated information on every call.
Results
This leading wireless provider was able to reduce the need to broadcast its changes down through a management chain to individual agents, which often took hours or days with varied accuracy. ProtoCall increased expediency of information changes and resulted in millions of dollars in savings and a solid change-management process.
#4 Mitigating Seasonal Business Fluctuations
Client: A World-Leading Pre-Paid Debit Card Company
Situation
One of the industry's largest pre-paid debit card companies experiences a 700 percent increase in its call volume during a three-month season each year. Each year, this company incurs significant training costs to train more than 4,000 new phone agents for this peak season. Agents are trained on highly sensitive and governmentally regulated material, making accuracy an essential element to success. Adding to the challenge, over 80 percent of its seasonal peak is handled by off-shore agents, increasing the concern for communication compliance and consistency.
Solution
By using KomBea Corporation's ProtoCall solution, this debit card company is able to mitigate the impact of its seasonal training ramp by building its intellectual property into the ProtoCall solution. Instead of knowing all the regulatory intricacies, agents simply need to understand how to use ProtoCall. This drives compliance up, while driving training time down.
Results
ProtoCall enabled this company to decrease its training time for new agents by nearly 50 percent, saving the company millions of training dollars each year. ProtoCall also delivered a substantial increase in regulatory compliance and policy adherence.
Comments from Agents:
Customers don't argue with the recordings because they come from the company, not the agent. They are not perceived as just someone with an accent speaking, but important information from the company. The customers don't question me as much as when I read the disclosures, and rarely do things escalate to the supervisors.
Calls are smoother and it is much easier to avoid making mistakes. I am more relaxed during the call and I get less interruptions like, "I can't understand your accent."
My compliance score was around 88% when I started, but after seeing the reports I decided to get some additional training. I was at 99% by the end of the second day and my performance has never slipped back.
I hated having to recite all of the disclosures. ProtoCall has helped me to be more relaxed and I don't want to go back to manually giving credit limit increases and lost/stolen card balance transfer disclosures. Don't take it away.
I am attached to ProtoCall. I wish I could have had the tool from the beginning because I am giving the customers the right answers from the start. Prior to ProtoCall, I had to go to the knowledge base and manually read it.
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ProtoCall Case Studies |
