Anna Ekblom Romu works as an Interaction Analytics specialist at Telia and helps our customers get started with the tool. She says that the participants that start exploring the system quickly get drawn into the numbers and enter a state where it’s hard to contact them. “For a person who starts using the tool, getting a bird’s eye view of the conversations always leads up to an aha-moment, and it triggers the curiosity to find what causes different problems”.
When Anna works together with a customer, they always start off by figuring out what is not running as smoothly as it can in their organization and define goals for improvement. It can for example be to increase the service level or reduce queue times. From that point they work with the aggregated conversation data, explore the root cause of the problem, and find out what action is needed to reach the targets.
– If the callers are dissatisfied due to long waiting times, we figure out what is causing the delay. It is also possible to use the insights to tailor onboarding of new employees since there is data that uncover what particular challenges the new coworkers have.
Satisfying problem solving
Anna says that it is fascinating to watch how the participants in her trainings immediately get drawn in when they start using the system, and the first thing a lot of people notice is the silence in the calls.
– Even if the lengths of the calls are within an acceptable range in the reports there still may be huge time gains to be made by solving the problems that cause the silences. Such as the agents having to search for information in several places, or switch between different systems.
During the training the participants also start analyzing the word clouds that the tool generates, and people tend to notice different things depending on what they work with. If you work with business development, you will notice that the name of a competitor shows up often in the calls, or that customers are asking for services that you do not offer.
Persons who work with process development will notice words that indicate that there may be shortcomings in the return procedure, and the person who coaches agents will notice that they express themselves in a vague and unclear way. The word cloud also shows the share of negative expressions such as “I’m sorry” or “unfortunately”.
– Here it’s interesting to explore why the agents express themselves in that way and what causes it. Is there a problem that needs to be solved or perhaps only a matter of changing how we communicate?
If you found this interesting, why not check out our story on how Resurs works smarter using Interaction Analytics.