The challenge

A subscription service company that sells health supplements for women struggled to scale and smoothly integrate its contact centre technology as it grew. The brand had automated self-service options in place, but customers had difficulty using them.

Customers often felt uncertain using self-service and ended up wanting to speak to an associate. As a result, call volume swelled and hold times grew. 

Our solution

The right mix of technology, people, and strategic partnerships helped the brand. 

The company had an existing relationship with Flip, one of TTEC’s partners that helps businesses optimise their phone channel with AI-powered voice solutions. Flip’s skill-based routing technology identified certain triggers during customer calls (subscription cancelation request, for instance) and routed those calls to associates specifically trained to handle those intents. If wait times got too long, calls were rerouted back to a main queue.

To further improve customer experience, TTEC provided 15 full-time-equivalent associates to provide customer support during periods when the Flip technology wasn’t being used. Our associates provided general phone and email support, and also called back customers who had left voicemails. 

TTEC became a consultant to the company. We led workshops on proactive solutions, including one focussed on decreasing average handle time, and advised the company on how best to integrate and implement AI and other technology.  

The results

TTEC’s work led to less frustration and better experiences for customers. People contacting the brand could more easily navigate the technology the company used, and call volume decreased. 

Overall, 23% of calls were automated and 87% of calls in the company’s interactive voice response (IVR) interacted with Flip technology. 

Our work led to a 90% quality assurance score and 97% CSAT. We also helped the company achieve a 29% cancel/save rate, meaning 29% of people who requested to cancel subscriptions ended up keeping them.