Radial Optimizes Its Contact Centers With Pega Robotics and Workforce Intelligence

“Utilizing the Pega solutions–both robotics as well as workforce intelligence–enables our agents to focus on what’s important. Process that took us two and a half to three minutes previously, was automated to 30 seconds and below.”

– Robin Gomez, Director – Data & Analytics, Radial

The Business Issue

Hundreds of retailers and brands confidently partner with Radial, a leading international BPO, to simplify their post-click commerce and improve their customer experiences. To sustain their competitive positioning, Radial needed cutting-edge technology to automate data entry across dozens of applications at the point of each customer interaction. Furthermore, with up to 9,000 customer service representatives across 6 contact centers, Radial’s management team wanted better transparency into how each CSR is focusing their time to assure they exceed service level agreements promised to their customers.

The Solution

With Pega Robotics and Workforce Intelligence (WFI), Radial has optimized its contact center operations, which serves some of the most prestigious retail brands in the world. Through the power of robotics, Pega has eliminated the confusion and the need for their agents to navigate across thirty disparate applications to process service requests. With WFI, Radial’s management team has complete transparency into how their evolving workforce is performing, and provides them real-time data for just-in-time coaching to foster better agent productivity and efficiency.

The Solution

• Reduced common customer service processes from minutes down to seconds
• Reduced call handle times down to 30 seconds
• Improved first contact resolution up to 6 percentage points
• Reduced the reship process from 2.5 minutes down to 30 seconds

Transcript:

Utilizing the Pega solutions, both through robotics, as well as Workforce Intelligence, enables our agents to focus on what's important. A process that took us two and a half to three minutes previously was automated to 30 seconds and below.

Radial is a provider for many retailers and brands. We have over 100 plus customers that we support, we have about 3,000 associates across six centers. However, during the holiday season, we'll ramp that up three times that number. We're handling over 18 million contacts.

On a typical day, an agent may have to interact with 10, 20, 30 different systems, and that can drive a lot of complexity. Radial's implemented robotics desktop automation on approximately 70 brands. Through the use of robotics, we've been able to really pare down that sea of windows and really making sure that we're bringing forth the information that's contextual in the moment back to the agent.

Workforce Intelligence and the Robotic Desktop is actually making their jobs easier. They're able to sign into their accounts easier. They don't have that frustration. It's actually improving the agent satisfaction.

Implementing Robotic Desktop Automation has really helped our efficiencies, particularly around handle time. So we've seen anywhere between 15 and 30 seconds of initial handle time improvement by implementing straightforward automations.