Iconic Retailer Slashes Customer Hold Time by 16 Seconds

18
seconds
reduction
in ACW

16
seconds
decrease
in hold time

200
extra hours
of training
delivered

Summary

When circumstances shifted its contact center teams to remote work in the early 2020s, an iconic home improvement retailer also experienced a steep increase in demand for its home office equipment and accessories. This put pressure on the company’s online customer service operations, which were too inefficient to keep up with new challenges brought about by increased demand. To overcome these challenges, the company turned to Intradiem’s patented contact center automation technolog y.

Challenge

The company experienced inefficiencies that hampered quality customer service. One significant challenge—exacerbated by the shift to remote work—was communication barriers between agents and their supervisors. Another was the fact that supervisors were overburdened by time-consuming manual tasks, which left them with too little time to provide agents with the training and development support they needed to deliver consistently strong customer experiences. With remote work now typical, the lack of real-time communication capability left many agents feeling even more unprepared and unsupported.

Results with Contact Center Automation

At the start of the 60-day pilot, the company expected the Intradiem solution to:

Reduce average agent time spent on after-call work (ACW) by 10.5 seconds; in practice, that time was reduced by 18 seconds, for a projected annual savings of $1.4 million
Reduce average customer time spent on hold was projected at 9.5 seconds but the actual result was 16 seconds, for a projected annual savings of $1.27 million

Snapshot

Industry: Home Improvement
Agents: 3,000

CHALLENGES

Communication barriers between agents and their supervisors

Supervisors overburdened by time-consuming manual tasks

Lack of real-time communication capability

INTEGRATIONS

ACD

WFM

Intradiem’s ability to uncover and leverage unused capacity allowed the company to deliver an additional 200 hours of agent training time over the pilot period, which reduced shrinkage in the contact center and led to $800,000 in projected annual savings. The pilot group consistently outperformed the control group and prompted the company to roll out the Intradiem solution to the entire team of nearly 3,000 agents. This success has also prompted the company to add other Intradiem solutions to improve performance in other aspects of contact center operations.

Approach

Intradiem automated delivery of training and off-phone tasks directly to agents’ desktops, and also enabled service managers to provide real-time assistance that helped agents perform critical tasks. The company engaged in a pilot program to deploy Intradiem’s contact center automation technology to a large sample set of agents.

The resulting transformation was accomplished through a strategic implementation of Intradiem’s advanced features:

Automated Training Delivery: Intradiem automates the delivery of training and off-phone tasks directly to agents’ desktops, ensuring they receive necessary training without disrupting service.
Real-Time Assistance: The solution enables service managers to provide real-time assistance, helping agents perform critical tasks and improving overall efficiency.

These strategies helped the company achieve productivity and efficiency gains and transform its customer service operations.

“Real-time automation is allowing our agents to bring more human empathy and flexibility to customer service interactions. That’s great for customers, and it’s also great for the business.”

– VP Contact Center

About the Solution

Intradiem’s solution is unique due to its patented technology, designed to deliver unparalleled insights and automation capabilities for contact center operations. Unlike traditional methods, Intradiem offers a proactive approach to managing productivity through real-time data aggregation and intelligent insights.

Key features include:

Patented Technology: Intradiem’s unique, patented algorithms provide precise and actionable insights that drive productivity improvements.
Real-Time Automation: The system integrates with existing platforms to automate the delivery of training and critical tasks, reducing the burden on supervisors and enhancing agent performance.
Enhanced Visibility: Managers gain comprehensive visibility into agent activity and performance, enabling quick identification of coaching needs and improving overall efficiency.

By leveraging these advanced capabilities, the home improvement retailer established a strong foundation for streamlined and accelerated workflows, highlighting Intradiem’s effectiveness in transforming customer service operations.

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