Case Study: Ceridian Corporation achieves improved First Call Resolution and reduced repeat calls with Genesys Speech Analytics

Ceridian Corporation Uses Speech Analytics to Improve First Call Resolution

Ceridian, a global business services firm providing HR, payroll and workforce solutions, needed to improve its contact center First Call Resolution (FCR). While its IVR accurately measured FCR, Ceridian’s existing quality tools couldn’t analyze enough calls in sufficient detail to reveal what was driving repeat calls or how to fix them.

By deploying Genesys Speech Analytics (speech-to-phrase) integrated with case-tracking data, Ceridian identified the root causes of callbacks—most notably a lack of a standardized callback and follow-up process. After defining and training agents on the new process (piloted in June 2011), customer survey responses showing customers unlikely to call back improved 30% in the pilot and 18% organization-wide, driving better FCR and uncovering further improvement opportunities.

Ceridian Corporation

Pamela Cook

Quality Coach, Ceridian