CASE STUDY
Global Eyewear Contact Centers Save Millions
The eyewear contact centers for this well-known vision insurance business were tasked with finding cost efficiencies while preserving their world-class customer service.
The problem was the metrics they relied on every day could not produce the financially fact-based answers leadership wanted. And it was during this time the company CIO learned of WiserOwl and its AI-driven decision-intelligence solution that uses the metrics contact centers rely on every day to measure the percent of spending that generates customer engagement across all teams, channels and technologies down to single agent (and bot).
In a 30-day POC, WiserOwl analyzed 6 months of contact center data, and identified nine controllable decisions based on CSAT, cost efficiency, and payback time. Four decisions would generate $25,000 in savings per agent in under 12 months, with the remainder affecting CSAT.
As a result, the contact centers licensed WiserOwl’s solution to continuously guide managers in making better decisions using the metrics they already relied on.
In addition, senior leaders gained the precise dollar amount of every contact metric in near real-time, enabling the continuous use of financial facts for improved decisions.
“It was extremely difficult to grasp how much upstream work and manual processes contributed to the overall costs of the center.”
– Chief Information Officer
“Gone are the days of solely relying on traditional contact center measures and KPIs.”
– Director, Contact Center
$2.5 MILLION
in profitability
Improved technology utilization