ALI Solutions

Enhancing Your Sales Center Through Prospect Prioritization

Valeo™ is a patented predictive analytic application that enhances revenue and customer satisfaction in your inbound contact center by adding real-time predictive intelligence and call value-based queuing to your existing pre-agent routing systems.

Proactively route high sales prospect calls away from self-service to the best available agent

Customers are becoming harder and harder to reach, so it is now critical to make the most of every inbound call. Customer service call centers are under mounting pressure to turn service calls into service and sales calls. To thrive in today’s competitive climate, it is imperative to successfully meet four objectives: 1) customer satisfaction, 2) retention, 3) cost control, and 4) increased cross-sell and up-sell revenue. For cost control, customers are encouraged to use self-service in the IVR. For high value customers, those at risk for attrition or with a high propensity to buy, businesses are missing an opportunity to deepen the relationship, sell additional products, provide superior service or rescue a customer at risk for attrition. When these critical objectives are out of balance in a sub-optimal way, everybody loses: the marketing group fails to meet its revenue targets, the customer services group loses control of costs, and—worst of all—the customer relationship (and future profit from that relationship) is damaged.

Push low value calls to self-service

By segmenting callers based on the potential value of the interaction and the relationship, Valeo enables you to know before a call is routed which calls deserve agent attention. All without the disrupting service-level metrics in the contact center. Valeo provides data driven pre-agent call routing for inbound customer inquiries and is initiated by a direct customer interaction via an inbound call, web or email.

Valeo is an event-based predictive analytic application for inbound contact centers that increases agent sales revenue generation and customer satisfaction without increasing agent resources. Valeo applies real-time predictive scoring to a customer’s account, and once scored, customers with high predictive values can be targeted for specific cross sell / up selling or retention strategies. Agents save talk-time by only making offers to those customers with a high propensity to buy score. Customer satisfaction is positively impacted, as customers are not “sold to” when there is little chance of a sale. Further, calls can be prioritized according to the projected sales value so that your agents talk to the highest value customers first.

Valeo easily integrates data on each caller from legacy host systems, disparate departmental systems, customer databases, and 3rd party providers. This data then drives action-specific predictions about buying, customer lifetime value and wait tolerance.

The data needed to successfully balance customer service and business objectives, already exists in your organization today. What is needed is a way to apply this data to proactively identify valuable opportunities to drive your business objectives—for customers either seeking agent interaction or self-service. Once identified, handling of these callers becomes critical. While routing by scores or customer value have been utilized in the past; ALI’s innovative, patented software Valeo, leverages predictive statistical models to achieve superior business results. Furthermore, Valeo dynamically adjusts call flows through priority queuing, based on caller propensity to buy or attrite and subject to real-time live agent resource availability; thus enabling you to balance workloads with sales opportunities.

Valeo can help

Valeo transforms service calls into service and sales calls by:

• Identifying callers who are most likely to accept a cross-sell offer
• Identifying callers who are most likely to attrite in the near future

Resulting in:

• Increased cross-sell and up-sell revenue
• Increased customer satisfaction by distinguishing which customers welcome offers and which may become annoyed by them
• Redistributed average agent handle time, and therefore cost, by allowing agents to make offers only on calls where they are most likely to be accepted
• Allows agents to make pro-active retention offers before the caller has taken action, thus securing valuable relationships and future revenue

Valeo allows agents to focus selling talk time on those callers who have a propensity to buy and Valeo prioritizes those calls so they are always made an offer. Valeo can further increase this population by selectively not offering self-service (via the IVR) to those callers who have a high propensity to buy, routing those callers with a high priority to an agent. With Valeo, you can focus your agents’ time and efforts on the right prospects. Your high value callers receive the best service and get more in depth needs analysis. Your low value callers receive a lower service level: They’ll spend more time in self-service and less time with your agents. The result is a more efficient, profitable contact center.

Moreover, Valeo minimizes abandoned calls. The solution lets prospects have a low propensity for abandonment to wait, thereby freeing up resources to serve other higher value customers with a low tolerance for waiting

Valeo targets valuable and expensive agent resources to maximize value and strike the right balance between competing financial, resource and customer experience goals. The result is:

• Increased cross sell / up sell revenue with the same agent resource and without diminishing customer satisfaction
• Efficient use of agent resources to cross sell without hurting customer satisfaction
• Improved customer satisfaction by not selling to those who are unwilling / unlikely to buy – not wasting their time, not pestering them on a service call

Learn more information about ALI Solutions and how we can help your organization's contact outreach effectiveness and improve your profitability.