Interactive Voice Response Solution BP Southern
Africa Contact Centre
Ninzi-Connect have installed an Intervoice
Interactive Voice Response (IVR) system to provide
automated assistance for the BP regional contact centre
in Cape Town.
The caller is routed from the Telkom network to the
IVR via the Siemens Hi-Path 4000 PABX where they receive
contact options based on the relevant Dialed Number
Information System (DNIS) numbers dialed by the
customer. Once the caller has made their selection, the
IVR then transfers the caller to the correct customer
services representative who will then handle their
query. Should the caller not make a selection for
whatever reason, they will be transferred to the
reception desk.
The solution provides BP SA with less call transfers
from department to department and accurate call
reporting statistics resulting in the caller spending
less time on hold and more time being served. For the
period from the 11th November 2005 until the 31st
January 2006, the IVR handled more than 94,000 calls
with 99.53% of callers taking less than 30 seconds to
make their selection.
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