How we helped O2 achieve an industry first
Capita and O2 have worked together since 1992 and, over that time, have collaborated closely to overcome the challenges of rising customer expectations and disruptive technologies.
Capita and O2 have worked closely together since 1992 .
How to further improve and join up the self-service experience for customers.
Created the award winning Visual IVR service to revolutionise how customers interact across multiple channels.
One challenge in particular – one that is shared with many companies – is how to further improve and join up the self-service experience for customers; moving from voice to digital and reducing the need for time spent on the phone to resolve a query.
The partnership worked together to create the award winning Visual IVR service to revolutionise how customers interact across multiple channels. This innovative solution increases self-service, ease and customer satisfaction, while decreasing repeat contacts.
This technology took just seven months to agree, design and launch, despite there being no reference sites available in the market.
When a customer calls, and has provided their account password, the voice recognition service looks to match the reason for calling to one of the self-service features available in the web based version of MyO2. If a match is found, they will be told that they are being sent a secure SMS link to the relevant information in MyO2. If the customer opts to click on the link, the Visual IVR logs them into MyO2 directly – but we leave the call open and provide a button on the MyO2 screen, which the customer can press if they decide they need to get help from an agent to complete their journey.
Developing and implementing Visual IVR was a complex project, involving Telefónica UK (the company behind O2), Capita and third-party suppliers. And the inevitable snagging and ‘unknown unknowns’ were successfully overcome thanks to the open, close nature of our partnership.
This brand-new system delivers customer satisfaction equal to that of a voice call. Through Visual IVR customers can complete eight transactions, including unlatching their phone, paying a bill and changing address, three minutes faster than going through the standard contact centre process. In addition we’ve found that:
- 99% of customers don’t need to follow up with a voice call
- there is an average time reduction of 100 seconds against completing the same transaction via Voice IVR and payment processing reduced to just 34 seconds
- there is 15% greater containment in Visual IVR than in traditional Voice IVR transactions.
Visual IVR is a brilliant example of the Capita and O2 partnership working together to deliver new and innovative Service Experiences for customers. The team is rightly proud of this industry-first and will be developing the technology further to maximise the benefits it can offer to customers when they contact O2.
Director of customer service, O2 UK