Enghouse Interactive Case Study. Logo -Affinion

Solutions used

  • Communications Portal
  • Pre-Built IVR

Using Technology to Improve Customer Service

Each day, Affinion International receives thousands of calls from customers keen to interact as efficiently as possible. As part of a strategic drive to exceed customer service expectations and responsiveness, Affinion International introduced a new IVR service from Enghouse Interactive to improve the speed in which callers are identified, thereby improving the engagement experience.

Background

Affinion International’s contact center in Portsmouth is their largest in Europe with 270 advisors. This team answers thousands of calls every day on behalf of Affinion’s business customers so it’s imperative that they present themselves as part of the client’s brand experience.

Affinion prides itself on delivering outstanding service on behalf of all its customers, but with an expanding customer base came a growing pressure on the contact center. As part of a strategic drive to exceed customer service expectations and responsiveness, Affinion saw the opportunity to automate some customer service functions. They sought an interactive voice response (IVR) solution to identify their callers and screen-pop customer information to the customer service agents. This ensures that agents are able to provide a more personalized service and are free to spend time on the more valuable aspect of a customer call.

Solution

After evaluating several vendors, Affinion International elected to deploy Enghouse Interactive’s flagship IVR portal together with the Syntellect Phonelink for Siebel screen-pop application in a partnership with Call Center Technology Ltd (CCT).

The IVR service supports Affinion’s Sentinel Card Protection business by identifying customers using data protection questions such as a reference or card number. This customer data is then retrieved from Affinion’s Siebel CRM system and displayed on the agent’s screen when they receive the call.

Andrew Mutch, Vice President Field Operations at Affinion International explains: “Affinion International handles customer contacts on behalf of some of the UK’s biggest brand clients and the automated service is of critical importance to ensure that during peak call periods, our contact center delivers best in class responsiveness.”

Results

Affinion now provides its customers with an automated verification service which has improved the speed in which callers are identified, thereby improving the engagement experience. Because the IVR solution has off-loaded the authentication process from agents, Affinion’s contact center operates more productively, with shorter handle times and better utilization of agents’ skills.

The IVR solution has also enabled Affinion to leverage its CRM investment to personalize customers’ service experience. The screen-pop that provides agents with customer details as soon as the call arrives at their desk, has reduced call handling time by at least 12 sec/call and allows the agent to open the interaction with a personalized greeting, leading to a better experience and more efficient service which underpins customer retention. Agents no longer have to spend time looking up customer information and can concentrate on quickly servicing customer needs.

The IVR solution has also enabled Affinion to leverage their CRM investment to personalize their customer’s service experience. The Screen Pop that provides agents with customer details as soon as the call arrives at the agent’s desk, has reduced call handling time by at least 12 sec/call and allows the agent to open the interaction with a personalized greeting, leading to a better experience and more efficient service which underpins customer retention. Agents no longer have to spend time looking up customer information and can concentrate on quickly servicing customer needs.

“The provision of this channel, together with enhanced online services, represents major steps forward in how Affinion International offers continuous improvements for our substantial and loyal customer base,” explains Mutch. “Syntellect and CCT have provided a targeted approach to resolving Affinion International’s business objectives. The solution is resilient and flexible enough to cope with significant change over a multi-year term. These benefits, together with the ability to respond quickly during a comprehensive procurement process, allowed CCT and Syntellect to stand clear of the competition.”

Russell Attwood, CEO at Call Center Technology (CCT) agrees. “Enghouse Interactive is a world leading IVR solution provider, helping businesses such as Affinion International, to reduce costs while increasing customer service. We’re delighted that Affinion has begun to realise the benefits of the Enghouse Interactive IVR application.”

CCT’s Enghouse solution has enabled Affinion International to concentrate on providing exceptional service, a dedication that was recognized recently when it won the Team of the Year award at the prestigious Call Center Management Association Awards.

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