Contact Center Assessment to Improve Customer Experience
Solvenna helped a leading financial services provider uncover hidden friction in their contact center and digital journey. While application volumes increased, connection rates remained flat. Our client needed to quickly understand where customer connections were dropping off and how to turn those moments of frustration into opportunities for trust.
THE CHALLENGE
Our client experienced a surge in online loan applications from prospective customers, but connection rates lagged behind this top-of-funnel growth. Leadership suspected issues in their contact center (Five9) were creating friction, leaving applicants frustrated and dropping out before completing a loan.
This is a challenge many organizations face: when demand grows, even small inefficiencies in contact flows, integrations, or digital hand-offs can create unintended customer frustration.
THE SOLUTION
Solvenna lead a comprehensive audit of the company’s contact center and overall marketing technology stack. The contact center wasn’t the only application that needed to be considered, there were several systems working in conjunction to move the applicant through the process and get them to a funded loan. It was important to realize how all the different applications were being used and how they may have contributed to low connection rates.
Audit the Contact Center:
Assess the current business process flow and related software configuration in Five9.
Contact Strategy Alignment:
Verify whether the contact center journey aligned with the established customer engagement strategy.
System Integration Review:
Evaluate whether connected systems were performing as intended.
Architecture Assessment:
Determine if the overall technology stack supported the company’s customer engagement goals.
Recommendations & Next Steps:
Deliver actionable insights and prioritized tasks to improve efficiency, reduce low connection rates, unlock new capabilities and enhance the customer experience.
“Solvenna gave us a clear view into how our contact center dialing tool was performing compared to our contact strategy. Their assessment of our configurations showed us where our technology was out of sync and gave us a step by step plan to fix it. Using the roadmap that Solvenna provided, we have clear direction where to take action and correct the issues that were causing connect rates to decrease.”
Director of Contact Center TransformationTHE RESULTS
Solvenna’s assessment quickly revealed both tactical fixes and strategic opportunities. The result: a roadmap to reduce low connection rates, improve applicant satisfaction, and align contact center operations with the company’s customer-first vision.
Short-Term Enhancements
- Human-First Connections: It’s critical that when applicants receive a call, they are talking to a person and not put in the IVR queue i.e. put on hold. This is key to this companies’ customer experience and buying journey.
- Queue Callback: Give applicants control during high volume times instead of leaving them waiting.This is a better experience than sitting on hold. Allow the applicant to control the communication and not have them wait for loan advisor availability.
Long-Term Enhancements
- Customer Preference Center: Allow the applicants to choose how (Call, SMS or Email) and when they are contacted.
- Smarter Orchestration: Expand the functionality of the CDP (Segment), to orchestrate what contact channel applicants prefer and contact them only through that preferred channel.
- Digital First: The client encourages applicants to begin the process on the website and complete it entirely online. By enabling chat for document requests and enhancing website functionality, the digital channel can fully support the journey from start to finish.
Business Impact and What Comes Next
The challenges uncovered here aren’t unique to auto lending. Any business relying on a digital journey and a contact center whether in financial services, healthcare, or retail can face the same friction. By looking holistically across systems and strategies, Solvenna helps organizations transform contact centers from a point of frustration into a competitive advantage.
WE CAN HELP
Is your organization struggling to connect with your customers in a way they expect? Let Solvenna help you unlock actionable insights and power your growth through data-driven strategies.Contact us today to start the conversation!