Customer Self Service Optimization

Enhanced performance through effective omni-channel self-service options!

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IVR & Web Portal Design

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Network of Technology Partners

Self-Service, IVR Call Center Enhancements and Solutions

Today, cost aware call center executives are aggressively looking for ways to enhance the self-service capabilities of their call centers. Every call center leader has to walk the line between providing a high level of customer service while leveraging more and more self-service options to lower costs.

At CCOG, we have a wide array of best in industry technology partners that can help our clients meet any self-service needs they may have. We’re here to help you:

  • Implement or improve your front end Interactive Voice Response (IVR) platform
  • Utilize a web services approach
  • Build online knowledge bases
  • Or use any other self-service option

Today’s self-service platforms have so much capability but getting the most out of them can be challenging. When you call our team at CCOG, you will get the expertise you need to ensure your success. Below are just a couple of examples of our team at Call Center Optimization Group has made a huge impact with our clients:

CCOG Client IVR Call Center Enhancement Successes:

  1. Financial Services
  2. 4 months after a customer web portal implementation, our client saw a 30% decrease in call volume and a 9% increase in Customer Satisfaction. Customer’s loved that they had the ability to help themselves anytime day or night.

  3. Mobile Payments
  4. A start-up company was spending a significant % of their funding to service a high number of “simple” call types that could have been handled inside a basic IVR call enhancement system. CCOG leveraged our vast technology partner network to source the perfect solution for this client and oversaw the design and implementation of the solution. After implementation, our client almost immediately experienced a 60% reduction in agent call volume. The resulting decrease in headcount and hours saved this client over $2 million a year.

"...The team at CCOG saved our company over $3 million a year by improving our attrition and raising our agent productivity across the board. Calling CCOG was the best professional decision I ever made!"

Matt B.

Voice Prism

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