Example Analysis

We have certainly discovered a training opportunity for a handful of agents, but we can provide more value in our analysis by investigating the feedback provided by customers.

To quickly identify calls of concern we will use the Agent Calls of Interest portion of the Call Scoring app. We immediately see three calls with negative feedback which we can review.

Once you have opened a call up for review, go to the Application Scores tab and locate the QA Scoring app.

Click on ”Customer Sentiment” to highlight the detected phrase in the transcript.

You may need to listen to portions of the call to get some context about what is going on.

Make sure you tag the call so you can see the feedback in the Word Bench search results.

Upon reviewing the calls, we can see there are issues with the physical phones as well as the service provided.

We can also review calls where the customer experience scores are lowest by sorting lowest to highest score.

After reviewing the calls, we can see there are additional issues with the physical phones and service; however, we cannot report that there is an issue until we get an idea how wide-spread this issue is.

We will not be manually reviewing every single call to find these negative customer experiences; instead, we will be conducting an ad-hoc search.

After a few phrases related to broken phones, we see a significant number of results (approximately 7% of all calls are about broken or not working).

We would also want to provide examples of these calls to the client, so tagging the calls as you review them is best practice and will save you time when you try to locate the calls again.