My Transcom Experience

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Author: Agnese Cotardo

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Improved customer experience and reduced cost through speech analytics

Speech analytics is one of the fastest growing tech segments in the contact center market. This is a technology that delivers rapid insight into a range of improvement opportunities, based on an analysis of a large number of customer conversations. Some of the benefits of speech analytics include an improved understanding of customer behaviors, potential revenue opportunities, as well as positive and negative aspects of service interactions.

Highly effective tools exist to perform this analysis and they are extremely interesting for companies like Transcom who regard customer care as their core business. There are many opportunities to improve customer satisfaction and Net Promoter Scores (NPS) through speech analytics. For example, a search on terms with negative implications can help identify detractors or potential detractors, as well as the reasons for poor customer satisfaction.

INNOVATION image

Gartner, in its report “Getting Value From Speech Analytics in the Contact Center”, describes the most innovative aspects of a speech analytics tool:

  • Emotion detection: monitoring the words used and changes in tone of voice and volume reveals the emotional state of the customer and the operator.
  • Conversation analysis: separating the customer and operator sound tracks makes it possible to perform a detailed analysis of the progress of the conversation. Occurrences like a long pause in the conversation or speaking at the same time are flagged as potential interaction issues. Breaks in the conversation, for example, suggest that action should be taken to improve operator preparation, while speaking at the same time can point to a dissatisfied customer.

Through its LeonarDo 2.0.14 Research, Development and Consulting center and through our collaboration with third-party companies, Transcom can offer speech analytics solutions that allow our clients to:

  • Improve the Customer Experience;
  • Reduce operating costs;
  • Improve service quality;
  • Identify cross-selling and upselling opportunities;
  • Accelerate the generation of new business;
  • Reduce Customer Attrition.

How to transform an inbound support service from a cost into a profit generator

About 18 months ago, one of our clients launched a new inbound service, designed to handle technical support. As in most of the support services we handle for this client, this project included no profitable activity.

But Transcom’s extensive experience in developing and launching sales services within a short timeline allowed us, after four months of starting the initial project, to begin working together in analyzing the service cost from our partner’s point of view. We started to check all possible new activities that could generate profit and contributing to improving our client’s cost effectiveness.

The defined path to achieve our new common goal resulted in a total re-organization of the technical support service; adding to each call an Up Selling and Cross Selling part, offering  new high value products and maintenance insurances.

Thanks to this initiative, our client reduced the original cost for the support service line by adding direct revenue, generated by the new sales service.

Still, we had to maintain and even increase the positive focus of the team that just had a selling task added, which we managed with the distribution of incentives offered, in a regular basis, by Transcom and our partner, always in a “special offer moment”:

Transcom Portugal distributing incentives

 

And it won’t stop! Being Transcom, and following a Continuous Improvement strategy means that we are already working on the next level…