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All Web Leads’ Lorena Lauv on How to Scale a Virtual Call Center

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Growing your business and need to make sure your contact center scales with it? Lorena Lauv, All Web Lead's Director of Software Services, joined Twilio at SIGNAL 2017, to share her best practices. Watch her full talk here: https://www.twilio.com/learn/contact-center/all-web-leads-lorena-lauv-on-how-to-scale-a-virtual-call-center

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All Web Leads’ Lorena Lauv on How to Scale a Virtual Call Center

  1. 1. LorenaLauv,DirectorofSoftwareServices Challenges of Growing a Virtual Contact Center
  2. 2. ·2 What is AWL and why do we have a contact center? Consumers looking for insurance Insurance providers We Match Types of insurance: AUTO HOME HEALTH We TransferWe Offer Leads Clicks Calls
  3. 3. ·3 Call Flow Consumer fills out online quote form AWL prioritizes lead and calls consumer Contact Center Agent Consumer Insurance Agent Warm Transfer
  4. 4. ·4 Challenges • Limitedcontactcenteragentreal-timedata • Complicatedcallflow • UsedEnterprisecallproductthatdidn’tscalewithus • ConsumerContactability • Trainingofnewcontactcenteragents
  5. 5. ·5 Use Twilio To Power Our Calls • ExperimentedwithTwilioinasmallerContact Center o Worked with less complicated flows o Test call connections with the consumer and contact center agent • ExperimentResults: o Ease of development o Better contact center agent work activity tracking o Cost savings using Twilio
  6. 6. ·6 Implementing Twilio • Whatdidwebuild? • Twiliocomponentsweused • Howitaddressedthe challenges INBOUND/ OUTBOUND CALL Workforce Client Contact Center Client MONITORING CLIENT API CONFERENCE RECORDING
  7. 7. ·7 Power Of Callbacks • TrackinitiatedcallsforCPS(CallsPer Second) • Trackcontactcenteragentactivity • Determinecustomerthirdpartytalktime • Supportconcurrencycap • Capacityplanning
  8. 8. ·8 Contactability:What’sactuallyhappeningrightnow? • Dataminingandmachinelearningalgorithmto produceadialerscore o Consumer lead attributes o Time of day, day of week o Eligible customer attributes • Capacitymetricsofourcontactcenteragents o Active agents on call/off call o Agent wait times o Consumer wait times Data Mining Capacity Metrics
  9. 9. ·9 New Challenges With the Next Level of Success Real-timeMonitoring Training
  10. 10. ·10 Real-time Monitoring Real-time dashboard Real-timestats integratedinto WorkforceClient
  11. 11. ·11 Training Efficiency • Embeddedscripting • Livecalltraining • Supervisormonitoringfor coaching
  12. 12. ·12 Top 3 Things Learned Using Twilio o Rapid development cycle o Richness of call data we didn’t have before o Quick support response times and great customer experience TOP
  13. 13. ·13 Where to next? Things we would like to explore …. Text messaging Video Chat Increased intelligence about call content
  14. 14. ·14 Twilio Wish List o More data when API request fails o Recordings pushed automatically to AWS S3 o Improve debugging of calls in Console TOP
  15. 15. LorenaLauv,DirectorSoftwareServices Challenges of Growing a Virtual Contact Center

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