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  • Amit Basak

FPS Case Study: Optimizing Amazon Connect



The Problem:

An innovative, fintech unicorn selected Amazon Connect as their CCAS platform for customer support. Though an implementation partner successfully deployed the solution into their environment, the functionality did not solve significant business challenges:


Abandonment Rates:

inbound call volume was unpredictable, and during peak periods, customers would be subjected to waiting for an uncertain amount of time, oftentimes over an hour, without getting their issue resolved.


High Transfer Rates:

With ~1,500 agents responsible for providing varying levels of support, there was no way to automatically assign the customer to the right support person based on their issue. This created multiple transfers before getting their issues resolved (if at all).


Though implementing a contact center solution was a huge improvement for the business, CSAT remained low and ultimately, customer retention did not improve.


The Solution:

The SVP of Operations quickly realized the solution required expertise in Product Management for Customer Experience, Solution Architecture for Amazon Connect, Development expertise on Connect AND Operational insights on how best to roll out changes in a contact center environment. FPS stepped in at this point…

With nothing more than “How do you fix this situation?” The leading experts in customer engagement quickly analyzed the situation and effectively optimized the use of Connect for their business. By connecting the dots between CX and business needs with the CCAS platform and reporting tools available, FPS ensured leadership achieved their objectives through the following changes:


Callbacks:

The team quickly identified an easy fix to reduce abandonment with a callback feature so that customers would not be on hold for an undetermined amount of time.


Contact Experimentation:

Abandonment improved, but inefficiency remained with call routing. Through rigorous experimentation with the IVR, FPS was able to set up systems and processes to significantly increase routing efficiency by getting the customer to the right person, faster:


The Results:

  • Retention and CSAT rates increased by 25%

  • Abandonment rate decreased by 50%

  • First Call Resolution (“FCR”) increased by 24%

  • Average Handle Time (“AHT”) decreased 20%





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