ING’s Mexico City contact center receives over 220,000 calls each month, covering car accident reports, health and life insurance inquiries and pension information, in addition to services for ING employees such as IT and HR support.
To manage call routing, Avaya’s customer interaction software suite allows incoming calls to be automatically distributed based on preset parameters. ING says that, as a result, callers are more quickly and efficiently connected to the agent who can best attend to their needs. For example, 80% of calls related to accidents are quickly identified and attended to in less than 10 seconds, and in the case of customer service, in less than 20 seconds.
The new system provides routing and reporting tools to help better balance calls among the staff, which, in turn, can be scheduled more efficiently to match higher-volume calling times. Avaya communication manager IP telephony software serves as the core of the new communications network at each site.
ING says that since implementing the software call drop-out levels have reduced from 8% to 2%, which has had a significant impact on customer satisfaction, as well as resource management and costs.
