Delivering customer-focused efficiency saving for Atos Outsourcing

  • Industry

    Outsourcing

  • Size

    1500 Agents

  • Result 1

    10% reduction in AHT

  • Result 2

    3% increase in CSAT

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A win-win outsourcing partnership:

Delivering customer-focused efficiency saving

Since 2012 EvaluAgent and Atos have worked together to support the strategic objectives of each business. A global business process outsourcer with 110,000 employees, Atos was looking for an innovative solution to help them retain a long-standing client. At the same time, the business needed to drive efficacy savings without having an impact on client and customer satisfaction.

Following a successful trial period, in less than three months, EvaluAgent was successfully rolled out across three contact centres and through a combination of bespoke consultancy and software delivered a 10% reduction in average handle time while still giving customers enough time and actually increasing CSAT by 3% too.

Focus on the right quality measures and AHT can be reduced whilst ever more customers feel that they are being given enough time by your agents.

When looking for a technology solution to drive transformation for one of our biggest contact centre clients, NS&I, we knew it had to cover a lot of bases. EvaluAgent has proved more than equal to the challenge, providing the innovation we needed, delivering huge added value to NS&I, and becoming a core part of our own business development strategy.

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