Automated roughly 100 calls per day, resulting in $150,000 of annual cost ... Increased number of evaluations per call c
CASE STUDY: GODADDY.COM, INC. Benefits < Automated roughly 100 calls per day, resulting in $150,000 of annual cost savings < Increased number of evaluations completed per QM agent by 27 percent, improving overall service levels and resulting
PRIMARY BUSINESS:
in an annual savings of $280,000
Internet Services
< Increased number of evaluations per call center agent by
COMPANY WEBSITE:
20 percent
www.godaddy.com
LOCATION OF CONTACT CENTER(S): Scottsdale, Tempe and Gilbert, Arizona
TOTAL NUMBER OF AGENTS:
< Increased annual call center revenue by 20 percent
ABOUT GoDaddy.com, Inc.
Approximately 1,200
GoDaddy.com is the world’s largest domain name registrar and is the
AVERAGE ANNUAL CONTACT VOLUME:
flagship company of The Go Daddy Group, Inc. As an ICANN-accredited
10 million voice; 4 million e-mail
domain registrar, the Go Daddy Group has grown to include more
ACD TYPE(S):
than 38 million domains under management and supports them all
Cisco ICM/UCCE
with 24/7 live customer service. Founded in 1997, the company offers
NICE PRODUCT(S):
comprehensive hosting solutions, Web site creation tools, secure SSL
Recording, Quality Management and Interaction Analytics
certificates, personalized e-mail with spam and anti-phishing filtering,
On the NICE solution “The availability of highly knowledgeable consultants from NICE’s professional services team during and after the implementation helped us in lowering time-to-value of the solution with their highly customized service delivery approach. Detailed findings and recommendations helped us identify the low-hanging fruit and establish processes to start leveraging business value from the solution quickly. The results have shown themselves in both qualitative and quantitative improvements.” Derek Murashige Director, CRM Systems Strategy GoDaddy.com, Inc.
e-commerce tools and more.
THE CHALLENGE Go Daddy realized it required a robust, automated way to drive operational improvements by increasing customer care agent efficiency and effectiveness and reducing the volume of unprofitable calls. The goals were to increase the revenue per call, increase quality assurance coverage, increase agent productivity and improve process automation. Previous methods of capturing call categories, a primary goal of management, were human-based, and included manual selection from a list of categories. The processes generated limited business intelligence as it relied on unstructured data and on agents who would often choose incorrect options near the top of the list in order to expedite call flow.
Insight from Interactions™
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In addition, the company realized that it was unable to
annual cost savings of about $150,000 and allowing agents
consistently bind phone system data to enterprise customer
to focus on 100 more revenue-producing calls per day.
relationship management (CRM) information. The existing
The NICE solution allowed QM agents to focus more of their
method, querying a large database of unstructured
time on evaluating agent performance by automatically
information, was labor-intensive and unreliable. To eliminate
recording and delivering calls to QM agents via pre-built
these inefficiencies, Go Daddy developed a proprietary
queries to evaluate immediately, with no additional overhead.
universal call ID (UCID) solution that would automate the
The savings in time required to complete evaluations resulted
binding of a phone call to a customer and, if applicable, a sale,
in a 27 percent increase in the number of evaluations
enabling them to mine meaningful business intelligence
completed by each QM agent. This increase in the number
from the data. The company now needed a way to determine
of evaluations translated to an annual savings of $280,000.
why customers were calling.
At the agent level, this translated to an increase in coverage
THE SOLUTION
of 20 percent per two-week evaluation period, which allowed
After establishing its universal call ID foundation, Go Daddy embarked on integrating NICE Perform call recording and
Go Daddy to close agent knowledge gaps and process deviations, improving overall service levels.
Interaction Analytics. NICE Interaction Analytics enabled
After the implementation of NICE, Go Daddy had in place a
Go Daddy to automatically analyze and categorize calls
superior call monitoring process with efficient evaluations,
according to phonetics-based rules. With the assistance
faster access to relevant calls and the ability to analyze
of NICE professional services, Go Daddy identified and
revenue per call type. To improve sales performance, Go Daddy
implemented several call categories and associated keywords
is now using NICE and its UCID implementations to identify
that were relevant to the operation. Additionally, the UCID
coaching opportunities for agents whose performance
was propagated into the NICE system and tagged to each call.
is lagging (and can even identify in which categories an
With the integration of the UCID, Go Daddy could now begin
agent’s performance is falling behind, helping to streamline
categorizing calls and analyzing why customers were calling.
necessary coaching). Agents are better able to understand
In addition, profitability by call category could be isolated and
opportunities and improve their own performance.
analyzed to identify areas to be targeted for improvement.
These improvements have led to an increase in the overall
THE CONCLUSION
quality of service and an increase in the average revenue per
Tying call, CRM and NICE data together using the UCID allowed
sale of 20 percent.
Go Daddy to determine call category revenue performance. Specific implementations achieved included automating the account password reset process, which was formerly done by live agents and represented a drain on revenue. Automation of the process deflected roughly 100 calls per day, resulting in an
ABOUT NICE Systems Inc.
ABOUT NICE Inc. NICE Systems (NASDAQ: NICE) Systems is the leading provider of Insight from Interactions™ solutions and value-added services, powered by advanced analytics of unstructured multimedia content – from telephony, web, radio and video communications. NICE’s solutions adNICE Systems (NASDAQ: NICE) is the leading provider of Insight from Interactions™ solutions and value-added services,
dress the needspowered of the enterprise andanalytics security of markets, enabling organizations to operate in an insightful and and proactive manner, and take by advanced unstructured multimedia content – from telephony, web, radio video communications. immediate action to improve operational ensure safety enabling and security. NICE has over 24,000 customers NICE’s solutionsbusiness address and the needs of the performance enterprise andand security markets, organizations to operate in an insightfulin more than 150 and countries, including 85 of the Fortune 100 companies. More information is available www.nice.com. proactive manner,approximately and take immediate action to improve business and operational performance andat ensure safety and security. NICE has over 24,000 customers in more than 150 countries, including approximately 85 of the Fortune 100 companies. More information is available at www.nice.com.
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