The challenge

Following the impacts of the pandemic, Thirteen Group experienced unprecedented levels of agent attrition and demand, which had a huge effect on their customer service levels, with callers experiencing long wait times, and immense agent pressure.

Our task

• Designing a clear and concise caller journey

• Creating empathetic content and appropriate deflection within the IVR

• Enhancing the queue space to provide relevant and helpful information

• Demonstrate excellent service values 

The solution

Through workshops with primary stakeholders, we were able to identify key opportunities within Thirteen Group’s IVR. By focusing on accentuating their excellent service values, we worked together to design an updated caller journey. 

Utilising Visio to visualise the caller experience, we were able to fully understand the needs of their customers.

Using our expertise in conversation design and the CX sector, we sourced voice artists that represented the local communities, and created bespoke queue experiences that provided helpful and relevant information. Resulting in a seamless experience for callers.

This, coupled with Thirteen Group’s queue buster initiative, helped alleviate the pressure felt by their contact centre agents, allowing them to train new recruits to full competency in record time, whilst supporting their services in line with their big three; ‘Speed/Convenience, Quality, and Responsiveness’.