Radial operate in a complex environment supporting many legacy systems yet they've been able to improve services using the latest technology with some great results...
- Reduced common customer service processes from minutes down to seconds
- Reduced call handle times down to 30 seconds
- Improved first contact resolution up to 6 percentage points
- Reduced the reship process from 2.5 minutes down to 30 seconds
With pressure on public services to reduce costs and improve efficiency we can learn from organisations like Radial and use these latest tools and techniques to deliver results today.
Hundreds of retailers and brands confidently partner with Radial, a leading international BPO, to simplify their post-click commerce and improve their customer experiences. To sustain their competitive positioning, Radial needed cutting-edge technology to automate data entry across dozens of applications at the point of each customer interaction. Furthermore, with up to 9,000 customer service representatives across 6 contact centers, Radial’s management team wanted better transparency into how each CSR is focusing their time to assure they exceed service level agreements promised to their customers.
“Utilizing the Pega solutions–both robotics as well as workforce intelligence–enables our agents to focus on what’s important. Process that took us two and a half to three minutes previously, was automated to 30 seconds and below.” – Robin Gomez, Director – Data & Analytics, Radial