In 2022, CAA Club Group leveraged DaVinci to implement CTI features into our busy call centres. This integration allows our agents to get the relevant customer record to appear (“screen pop”) on their CRM screen at the time of a qualified call. In addition, our agents have benefited from DaVinci’s call controls, click to dial, transfer capabilities, and integration with our automated attendant system.
We have seen that a successful screen pop translates to a better customer experience, as the customer or Member information is readily available as soon as the call is received, resulting in smoother interactions with agents. On calls where screen pop was successful, our survey scores from Members have improved from 2-5% for overall satisfaction with the agent, and our NPS scores on these calls improved by up to 9 points. Additionally, we have seen a reduction in our AHT on these calls, with an average of around 14 seconds savings, which equates directly to operational savings! Review collected by and hosted on G2.com.
To date, we haven't seen any downsides -- just opportunities to continue to tweak how we are operationalizing the functionality and expose it to additional areas in our business. Review collected by and hosted on G2.com.
