Contact Center Optimization
OUR OVERVIEW
The Specifics About Our Contact Center Optimization
The expectations of contact centers are changing rapidly due to the growth of digital government and the rise of self-service. In meeting these changes, contact centers need to look holistically at all of their processes and procedures to truly optimize operations – finding new efficiencies and delivering more effective service. This means looking beyond traditional metrics like handle time and service level and digging into root causes of lagging metrics for sustainable improvement.


HighPoints Omnichannel Strategy can help you:
Reduce friction and customer wait times and increase conversion rates by conditionally routing calls, texts, chats, and form submissions to the right agents at the right time.
Capture and automate actionable data, trends, indicators, and insights from customer communications.
Use AI-supported decision-making and automated workflows to create a responsive systems architecture.
Empower Agents to be authentic and relevant across channels.

Modernized Approach to Quality Assurance
Customized Approach: HighPoint designed and implemented a custom Quality Assurance program and application for OVER 10,000 CUSTOMER SERVICE REPRESENTATIVES (CSRs) ACROSS 10 LOCATIONS, including remote staff
Optimize Operational Performance: HighPoint identified call handling trends and implemented a revised call flow, which REDUCED REPEAT CALLS BY 29%
Increase Employee Engagement: Using stakeholder feedback, HighPoint redesigned the Quality Assurance program, achieving a 30% INCREASE IN CUSTOMER SATISFACTION and improved employee engagement

Our assessment captures information within the following operational areas of IT:
Core Administrative Functions – Day-to-day operational IT functions like licensing, devices, and vendor analysis.
Email Services – Existing email platform(s), security, and archiving.
Infrastructure – Cloud, data center, LAN, WAN, servers, and wireless.
Staffing – Culture, customer satisfaction, skills and talents, and workloads
Support Services – Metrics tracking, ticketing system, and ticket volumes.
Call Center – Review of current state, required center features, and on-premises vs. cloud.

HighPoint’s Workforce Optimization process may provide :
Full evaluation and consultation to improve your forecasting, scheduling, Quality Assurance, analytics, retention, and training.
Executive summary detailing our findings and recommendations for improving workforce utilization and implementation processes.
Identification of inefficiencies and how to evolve them into competitive strengths that exceed business objectives.
Delivering a zero-gap solution that minimizes expenses, allows for the reallocation of equitable resources, and provides a visible Return on Investment.

HighPoint can help you :
Reduce customer effort by turning every customer interaction into a loyalty-building experience with proactive agent performance
Evaluating your infrastructure is important see how Artificial Intelligence can be a powerful new way to improve, simplify, and automate your contact center operations.
Increase contact center service levels by identifying the root cause of problems and watch customer trends across 100% of your customer interactions
Increase your return on contact center technology investment by monitoring agent performance and customer experience in real-time
We understand compliance monitoring is an important aspect, this is why HighPoint is an expert in identifying compliance monitoring program across calls, emails, web/chat and social media with multi-language monitoring capabilities.

HighPoint’s Multi-channel content and development services include:
Identifying content needs through various sources, including ongoing conversations with Government agency stakeholders , staff research, call center observations, call listening, feedback review, and focus group discussions
The use of Business Process Center (BPC), our internal workflow management process located on SharePoint, to create content work request tickets to support version control, track delivery deadlines, monitor performance, provide an audit trail, and generate reports.
Use of Automation of Microsoft word to .xml
Creation of MGit/Word2Script generator to reduce script deployment time

HighPoint’s Smart Agent is built on top of Google Contact Center AI service which provides two main features for Contact Center enablement:
Virtual Agent: Customers now have 24/7 access to immediate and personalized conversational self-service, as Virtual Agent automates basic interactions and provides seamlessly transfers complex issues to human agents, resulting in immediate issue resolution with a human-like touch.
Agent Assist: Continuous live agent support that identifies customer intent and sentiment and provides instant, step-by-step assistance (through recommended articles, workflows and more
Citizen-Centric Services: HighPoint’s Smart Agent Platform-as-a-Service can deliver 24/7 customer access to immediate, personalized conversational self-service and Just-in-Time support and scripting.

HighPoint can help you:
Integrate disruptive technologies, such as AI, ML, RPA and NLP, into the day-to-day workings of your organization, allowing it to perform processes more efficiently and reducing errors.
Implementing such technologies will help in increased employee satisfaction, as they are operating in a smart working environment and do not have to waste their time on tedious tasks that add no value, will enhance the ability of the workforce to increase productivity and competitiveness.
Help you organize and transform digitally, by aligning your business processes and investment in technology.
Reveal your previously hidden linkages between Key Performance Indicators (KPIs), functions, and processes by simplifying numerous internal systems.