Challenges

The contact center encountered several critical issues:

• Complex Query Resolution: Clients raised detailed inquiries about commodity pricing, logistics, and regulatory compliance, requiring agents to navigate multiple systems, resulting in an average call handling time of 12 minutes.
• Data Silos: Disconnected ERP, CRM, and logistics platforms caused delays, with agents spending 20% of their time retrieving data, leading to inefficiencies and errors.
• High Operational Costs: Labor costs consumed 90% of the contact center budget due to continuous operations and the need for specialized agent expertise.
• Customer Dissatisfaction: A 2024 survey showed only 60% of clients were satisfied, citing slow response times and inconsistent service quality.
• Agent Turnover: High query complexity and manual processes drove a 12% annual agent turnover rate, increasing training costs and disrupting service continuity.

Solution

To address these challenges, the company implemented a comprehensive contact center transformation, leveraging advanced technologies and process optimization:

• Process Mining and Workflow Optimization: Deployed a process mining platform to analyze event logs, identifying 18% of processes as redundant. Streamlining workflows and integrating data systems reduced query resolution steps by 30%.
• AI-Powered Automation: Introduced AI chatbots to manage 20% of routine inquiries, such as order status and pricing updates. Predictive analytics in the CRM system provided real-time client insights, reducing escalations by 15%.
• Omnichannel Platform: Implemented an omnichannel solution for seamless client interactions across phone, email, live chat, and a self-service portal. Unified data access cut information retrieval time by 40%.
• Agent Empowerment: Equipped agents with AI-assisted scripts and real-time dashboards to enhance decision-making. Enhanced training programs focused on industry-specific knowledge, including India’s mining regulations, reducing onboarding time by 20%.

Conclusion and Takeaways

By integrating process mining, AI-driven automation, and an omnichannel platform, the company transformed its contact center into an efficient operation that delivers exceptional client experiences while optimizing costs and enhancing agent performance in India’s dynamic mining and trading sector.

Key Takeaways

• Unified data systems streamline query resolution.
• AI and automation improve scalability for routine tasks.
• Omnichannel platforms meet client demands for seamless, personalized service.
• Agent tools and training enhance retention and service quality.