We understand the Voice of Customers
We collect and analyze all the structured and unstructured data to realize what the customers really want, and turn them into precious information to obtain predictive models able to drive the decision-making of the Churn, Compliance and First Contact Resolution, and increasing the Sales and the Customer Satisfaction.
We use the most innovative technology to analyze all the interactions on any channels: voice and text. Our solutions exploit the functions that allow to determine the contact “drivers”, to identify the trends, the critical points and the potential areas of improvement, to balance efficiency and operating costs with the best service quality.
We support companies in choosing the best technological solutions that help them to turn their investments into powerful business solutions. We offer the best-in-class solutions by ensuring that People, Process & Performance are aligned so that companies can offer the best Customer Experience ever.
Interaction Analytics enables to analyze all the interactions with an extraordinary precision, accuracy, and detail.
The outcomes are the improvement of the customer retention, new opportunities of sales growth, operational efficiency and the cost reduction to transform the way to serve and engage customers thus achieving a real competitive advantage.
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3C-Solution Analyzing the CS conversations with Interaction Analytics, we categorized the calls (contact reason) and defined the causes of the service dissatisfaction:
Outcomes
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Business Needs Following repeated reports of long waiting times to speak with an operator and the failure to manage the appointments agreed for the interventions, the Company needed to regularly verify the quality of the service provided to implement the appropriate corrective actions. |
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SALES IMPROVEMENT Our solutions of Interaction Analytics make the sales communication more efficient and successful allowing to quickly find out the share of each operator to the sales performance and to highlight the “selling modes” achieving the best results.
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CHURN PREVENTION The interaction analysis handled by the customer service and integrated in the process of churn analysis and management, enables a different qualification of the customer lists to improve the efficacy of the retention actions.
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COST REDUCTION Interaction Analytics is a powerful tool to quickly optimize the contact handling and reduce its duration. Moreover, by cross-referencing several analysis dimensions it is possible to highlight the topics causing the greatest difficulties to operators.
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COMPLIANCE & QUALITY The “traditional” Quality Management systems entail a great deal of time and costs. The solutions of Interaction Analytics allow to extend the Quality Monitoring to 100% of the conversations thus highlighting the most effective communications (best performers) or those not matching the communication scripts (e.g. automatic validation of the Vocal Orders) aiming at scheduling targeted training courses to improve the compliance.
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CUSTOMER EXPERIENCE The analysis of the phone and digital conversations handled by the customer service allows the review of some features of the contact strategy on different channels. The data discovery function of the interaction contents enables to spotlight the recurring topics that most disappoint customers and the relevant trend as well as to map the Customer Journey.
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