Telephony has arguably not developed since its inception, leaving call centre agents without the tools required to meet increasingly complex customer demands. Technology can be bought forward into the call centre environment, transforming telephony from an analogue into a digital channel and creating a new breed of bionic agents. Click here to download the full White Paper: http://bit.ly/2DMecWZ

1. Making Agents Bionic
the Evolution of the Call Centre
www.vizolution.com

2. Many predicted that digital transformation
meant the end of the contact centre
In fact, 96% of businesses expect to grow
their contact centre in the next 2 years
Despite this, years later it has remained
a key customer service channel

3. But the role of the call centre is changing
Digital channels
mean customers
can now perform
simple tasks, like
checking a bill,
independently
Now, telephony
agents are
helping
customers with
more complex
enquiries or
problems
73% of contact
centres are
reporting an
increase in the
complexity of
customer-agent
interactions

4. With the exception of IVR, telephony
has not developed since its inception
Telephony is an analogue channel
in need of a digital transformationFace-
to-Face
Quality
of face-
to-face
Convenience
of the
internet
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The problem is agents do not have the tools to
serve increasingly complex customer needs.

5. Digital technology can be
brought forward into the call
centre environment to improve
customer-agent interactions,
reduce costs and improve
conversion rates

6. Verification1

7. Average traditional in call verification
represents 5-10% of agent handling time
Customers are satisfied by more efficient
support and 77% agree that biometrics
should be used if it meant tighter security
By using biometric identification like
voice recognition, average call times
are reduced by between 30-45 seconds
McKinsey
estimate

8. Paperless journeys2

9. An obvious limit of telephony is that
customers cannot receive, send or sign
documents as part of the interaction
This creates a
critical break point
as customers must
either go into branch
or store, or wait for
documents to arrive
in the post
But document
portals can easily be
introduced at the end of
the phone call, meaning a
customer can complete a
journey immediately, and
from the comfort of their
own home
HSBC have
introduced ‘LinkScreen’,
which allows a customer
to receive, send and sign
documents digitally. This
has helped accelerate
journey times, reduce
costs and improve
convenience

10. Personalisation3

11. With the availability of
Big Data and the tools
to access customer
data in real time being
readily available, call
centre agents now have
the ability to provide
personalised interactions,
enhancing their ability to
identify relevant products
and services, as well as
resolve customer service
problems
IBM
report
that
However,
according
to Data IQ
54% of customers would consider
ending their relationship with an
organisation if they are not given
personalised content and offers
Only 48.1% of interactions through
a contact centre generate data,
compared to 87.8% via websites

12. Visual Display4

13. Traditional telephony
interactions have
not involved visual
elements. However,
this can create
difficulties in explaining
multiple complex
products, payment
plans or compliance
information.
This can amplify drop
off rates and increase
customer queries and
complaints at a later
date.
By introducing a visual element
into a call, O2 saw:
27% improvement in customer satisfaction
31% reduction in drop off rates
20% increase in retention
47% increase in compliance rates
Mobile Operator O2 have
found a way to introduce
a visual element to
telephony.
After calling the contact
centre in the usual way,
customers are invited to
a secure screen sharing
session, where they
are shown a summary
of their deal, as well as
compliance information
which requires digital
acceptance
The above results cover the customer retention journey and relate to phase 1 which covered a 4-month period. The project was
rolled out and is now in phase 2 based on these results.

14. The future of the call centre agent
Will be able to
help complex or
highly emotional
journeys
Will overlap
with digital
journeys and move
people in and out
of self-serve as the
journey demands
Will be
empowered
with tools and
technology to
enable them to
drive outcomes

15. Vizolution is a CX tech company that streamlines customer journeys.
To find out more or arrange a demo visit
www.vizolution.co.uk
To read the complete White Paper, go to:
http://resources.vizolution.co.uk/mab-whitepaper