Benefits

The Avaya IR system, along with Interaction Center, enabled TechCare to:

• Maintain quality customer service
• Use current IT staff for system administration
• Develop applications that motivated 30% of callers to use self-service options
• Implement a solution that will continue to grow to meet their needs

Using the Avaya IR systems to handle trouble tickets has provided these benefits to TechCare:

• Agents find that they can focus more on solving problems, rather than searching through systems for information.
• Agents like not having to close out trouble tickets for technicians. Technicians appreciate not having to wait on hold for an agent to take their call.
• Customers like being able to avoid waiting in queue by getting answers to their questions through Frequently Asked Questions or by leaving a message requesting a call back.
• Almost 30% of callers are able to get the information they need without talking to an agent, reducing call handling costs considerably.
• The return on investment (ROI) for each hour of the Avaya IR system operations in each of TechCare's call centers is $1,953.00. The breakdown is as follows:
  • Both TechCare centers handle an average of 1400 calls an hour. With the Avaya IR systems, 420 of these calls do not require support from an agent.
  • Calls handled by TechCare's Avaya IR systems cost $.43 on average, while the average cost of an agent-assisted call is $5.08. The cost saving for each call handled by an Avaya IR system is $4.65.

    420 (calls/hour handled by an Avaya IR system ) x $4.65 = $1,953.00 (reduction in call handling costs with the Avaya IR system).

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