Phase 1: Common Challenges We Solve For

Situation

• Only 1-5% of customer interactions are being analyzed

• Lack of coverage + human error and bias → inaccurate, insufficient insights

• Lack of time and effort invested in cultivating and developing employee skills

• Post-call surveys have limited uptake, therefore resulting in a limited understanding

Risk

• Poorly informed decisions

• Lack of proper QA

• Missed compliance breaches

• High attrition

• Time consuming and expensive replacement process

• Compromised NPS and CSAT metrics → ill-informed decisions

Call Journey Solution

• 100% coverage and scoring

• Objective insights

• Actionable data

• Call Scoring & Triage

• Automated QA 

• Identifiable problem areas built into algorithm

• Sentiment analysis of each agent ongoing, highlight negativity ongoing/trend?

• Employee insights, aiding in performance, coaching, and wellness and assisting in staff retention

• AI, NLP and NLU produce a robust understanding of the sentiment and acoustics of interactions

• Sentiment analysis of each call. 

• Customise analysis to look for NPS relevant speech/text

Outcome

• Enhanced decision making

• Mitigated risks

• Excellent QA

• Immediate identification of problematic areas in process, CX and agent performance

• Reduced wasted effort and cost (QA/team leader)

• Faster outcomes

• Staff wellness also has a flow-on effect to customer experience and financial outcomes

• Better resource allocation

• Reduced training costs and efforts

• Alleviating the need to rely solely on post-call surveys and creating a deeper understanding of the customer.

• More satisfied customers = more referral business/repeat business

Situation

• Organizations are reactive rather than proactive

• Organizations may be unaware of frontline staff regulatory breaches until it’s too late

• The available data is high- volume and complex

• Difficult to gauge product/services feedback, gaps and opportunities

• Poor/or no insight on how the campaign is performing and what customers are saying about competitors.

Risk

• Huge legal, reputational or regulatory consequences

• Missed opportunities to identify cross-sell and upsell and identify customers’ churn rate/lapse drivers

• Roadblock to developing a high quality product/service.

• Low lead conversion

• Flawed decision making in creating a marketing campaign strategy

Call Journey Solution

• 100% coverage and compliance coverage

• Rules engine is programmed to proactively identify potential breaches

• Combination of human and artificial intelligence → comprehensive results

• Ensure key statements are actually said
  Highlight dangerous statements

• rules engine can be programmed to efficiently identify customers’ key drivers, trends and patterns

• Sales is emotion driven, analyse speech+words, highlight bad/good calls for training / improvement

• Call Journey’s software automatically gauges feedback and gaps and produces insights that are simple to digest and action

• What topics are being asked about/complained about?

• With Conversation Analytics, respond to the latest campaigns and make adjustments quickly to improve outcomes.

Outcome

• Reduce risk of fines

• Flag ‘warning lights’ before it happens

• Reduced cost of compliance management

• Proactive compliance management vs reactive

• enriching your sales strategy with actionable data

• Out perform competition
  Improved revenue

• informed R&D decisions

• Reduced wasted effort and cost

• More personalized marketing campaigns

• More loyal customers