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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.
Author: César Mesa

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Shortening the learning curve

In times when our clients are looking for ways to reduce their costs, and we -as providers- are looking for ways to promote growth in our centers, can these two demands ever be achieved for both parties?

Yes, they can. At Transcom Sevilla we are working on different ways to reduce our clients’ acquisition’ costs, in order to make future requests for volume increases more attractive.

We have been working on ways to improve the sales processes as well as their quality. By analyzing the normal behavior for our biggest campaigns, we have been able to implement formulas that successfully shortens newly hired agents’ learning curve.

The intention is to quantify and explain the time it takes for an agent to acquire the necessary knowledge -for any campaign- to catch up to their more veteran colleagues’ skill. In this way, our client obtains a clear picture of the obtained results during the learning phase, making it possible to analyze how growth will be profitable for the campaign in the short, medium or long term.

With this type of logarithmic curve we can see that there is a point of maximum productivity, where any improvement in terms of process, motivation or specialization, would have a greater impact on the qualitative variables of the campaign, such as the quality of the call, improving the handling times, etc.

After this analysis we can conclude which actions have a greater impact on reducing the time to reach maximum productivity, being able to prioritize the optimal ones over many others.

At Transcom, through initiatives like this, we constantly improve the productivity of outbound sales agents, while at the same time improving the service quality and reducing our clients’ costs.