The Business Outcome
The Cirrus platform is helping TPRG save time and increase productivity because:
Within 6 months of deploying Cirrus, the percentage of calls answered improved by more than 2% and TPRG’s average speed to answer improved by 18 seconds. (Q4 2017 vs. Q1 2018). TPRG’s network was improved as a result of deploying the Cirrus solution because they uncovered major issues which required urgent action.
Since implementing the Cirrus omni-channel solution 78% of TPRG’s customers are extremely happy with their digital experience. 62% of customer contact is going through digital channels which are more efficient than traditional voice calls.
Cirrus enables TPRG to deliver a seamless customer experience no matter which brand or channel. It also allowed TPRG to intelligently identify and prioritise store calls to ensure they deliver the best possible in-store experience.
Next for TPRG
Since having the Cirrus platform, TPRG have made a number of functional improvements such as Queue Rescue. TPRG had a problem whereby at their peak times they could not serve all the customers queuing up, Cirrus therefore offered them queue rescue which allowed callers to queue offline. Upon them reaching the front of the queue they would receive a call back. This not only delights customers but also has helped TPRG take control of spiralling call costs.