Virtual Agent Maximizes Call Center’s Resources

Says Homer: “The system helps us manage the volume of customer interactions in an efficient manner, without sacrificing sales or the selling process. We can shave, maybe, 30 seconds off each call, and in the aggregate, that adds up to a lot of money and time saved.”

Indeed, the company’s cost per conversion rate dropped from $6 to $9 per call to a mere 60 cents, says Homer. “In the ratio, we measure call time and agent time. With the call time, it’s been about a wash, but with the agent time, we’ve seen some substantial savings.”