Experian

When Every Call Counts

Experian had a sub-optimal way to get insights from their customer care data. They engaged with Aviana in building a customer care BI solution to address the challenges faced by the Experian team. Aviana was responsible for building a Customer Care data mart, and a BI solution to integrate data from multiple sources – call data, resource scheduling and forecasting data to name a few.

The solution provided a solution that allows the Experian team to

Track and monitor phone performance starting with an individual call by agents, site and skill
Track and monitor acquisition, retention and persistency at the individual call, agent level, retention strategy, marketing brand and site level
Track and monitor cross-sell execution
Understand how marketing e-mails and membership/transactional order volume impact the call center team workload
Determine the performance of forecast and staffing accuracy through various time horizons, starting with 30 minute intervals ending with monthly metrics.
Evaluate the value of membership persistency post customer care contact to determine how this impacts the tenure of a membership (revenue and membership count)
Quantify the value secondary, tertiary, etc. retention activities in terms of revenue and membership counts
Ability to trace a call to an agent to a member

Experian collects and aggregates consumer credit information on over one billion people and businesses. In addition, Experian also sells decision analytic and marketing assistance to businesses, including individual fingerprinting and targeting. Its consumer services include online access to credit history and products meant to protect from fraud and identity theft.

Customer care call centers play a major role in providing best possible service to customers and their retention over a long time. To manage the call center team effectively, you need visibility into team’s performance, scheduling and resource forecasting.

Next Project

Experian

SOLUTIONS

WHY AVIANA