NICE announced that their Interaction Analytics solution helped a single eBay Enterprise client save $2.4 million over 21-month period and reduced eBay Enterprises’ average handle time by 17 percent.
eBay Enterprise processes roughly 17 million contacts per year on behalf of its retailers, across a full range of channels including phone, chat, email and social media. Its key focus is on lowering average handle time (AHT), delivering consistent, high quality service, and enhancing the consumer experience.
By implementing the NICE solution, eBay Enterprise has succeeded in:
- Redesigning process call flows for efficiency.
- Dramatically improving overall efficiency and the customer experience.
- Creating a 17 percent average AHT reduction.
- Saving $2.4 million over a 21-month period for a single client.
eBay Enterprise created an intelligent commerce care model based on the analysis of multiple contact types. The company used NICE to gain insight into cost-per-contact, analyze volume patterns and trends, evaluate agent performance based on contact type AHT, and correlate AHT, dissatisfaction and repeat calls to identify areas that required attention.
eBay Enterprise was also able to gain insight into how new hires performed against tenured agents to improve its onboarding and training processes. By using analytics categories to focus on high periods of silence, the company could identify the reason for the silence and recognize where certain agents needed additional support.
"Retail is competitive, with expanding consumer expectations, and we are focused on providing our clients with valuable insights into consumer interactions to help them improve the overall consumer experience, increase satisfaction and ultimately drive revenue,” said Robin Gomez, director, operational excellence, eBay Enterprise, in a statement. “The data from NICE Interaction Analytics enables us to do that. In the last year we have helped our clients significantly improve their bottom line by improving day-to-day operations and agent performance."