ScoreFast Solutions for Contact Centers
ScoreFast helps businesses of all sizes develop AI-based call routing and agent empowerment. KPI improvements include Average Handle Time (AHT), First Call Resolution (FCR), and Average Speed of Answer (ASA).Industry Challenges
Using legacy rules based routing
Rules based call routing doesn’t keep pace with changes in customer and agent data, leading to poor customer experience.
Balancing Key Performance Indicators
Simultaneous optimization is difficult across individual KPIs like Average Hold Time (AHT) and First Call Resolution (FCR) / Repeat Calls.
Improving Call Center Performance
Manual tweaking of contact center metrics is complex and inconsistent, especially across hundreds or thousands of skills.
ScoreData Solutions
Smart Routing
- Dynamic call routing
- Agent matching based on latest customer attributes, agent data, and market conditions
- Outcomes superior to static rules-based routing
Agent Empowerment
- ScoreFast provides agents with predictive scores complemented by pertinent scripts
Workflow Optimization
- Leverages predictive models to forecast call volumes and staffing levels
- Minimizes agent and call surplus scenarios
ScoreData Solutions
Smart Routing
- Use of new customer attributes and data related to business conditions to dynamically route calls
- Agent is picked based on the latest information available on customer data, agent data and market conditions,
- Outcomes improve greatly (in comparison to static rules-based routing)
Agents Empowerment
- ScoreFast provides the agent with pertinent and contextual, dynamic scripts using customer segmentation and context.
- The information that is used as input to determine smart routing may also used as content for the dynamic scripts.
Workflow Optimization
- Leverages predictive models to forecast call volumes and staffing levels.
- Helps the contact center with more efficient workflows
- Enables the contact center to minimize agent or call surplus scenarios.
Our Approach
Data ingestion and audit
ScoreFast can use not only call records and customer information, but also social media, location, sales and transaction history to make an incisive model. For example, using call records in conjunction with sales history can yield clues for optimized product cross-sell/up-sell.
Algorithm selection and deployment
Depending on the objective (improve metrics, agent empowerment, etc) ScoreFast selects the best algorithm by sorting with an iterative comparison process.
Model management and updates
Smart routing models deployed into the contact center are monitored for performance and updated routinely to reflect changes in data and metrics.
Our Approach
Data ingestion and audit
ScoreFast™ can utilize not only call records and customer information, but also social media, location, sales and transaction history to make the model as incisive as possible. For example, using call records in conjunction with sales history can yield clues for optimized cross-sell/up-sell of products.
Algorithm selection and deployment
Depending on the objective (improve metrics, agent empowerment, etc) ScoreFast™ sorts through a variety of algorithms and selects the best one through an iterative comparison process.
Model management and updates
Models deployed into the contact center are monitored for performance and are updated routinely. Smart Routing models are re-trained frequently to reflect updates in data and metrics.
Customer Success
48% reduction in Repeat Calls
A leading US based life insurance provider used ScoreFast to reduce repeat calls from 23% to 12%.
98% accuracy in Inbound Forecasts
A home fitness company’s customer service center used ScoreFast to forecast call volumes, optimizing staffing to avoid shortages and over-scheduling.
Success Stories
48% reduction in Repeat Calls
A leading US based life insurance provider used ScoreFast™ to reduce repeat calls from 23% to 12%.
98% accuracy in Inound Forecasts
The customer service center for a home fitness company employed ScoreFast™ to forecast call volumes. This helps them staff appropriately, so they are never over or under-staffed.