Conversational AI Experts Driving Data Science and AI Product Development Excellence"
HOW IT'S WORK
A call center diagnosis in 5 steps
01 Contact center organization audit
We begin by conducting a thorough audit of your contact center organization. This involves assessing your current infrastructure, processes, and resources to gain a comprehensive understanding of your operational framework.
Our team of experts analyzes key aspects such as workforce management, agent performance, customer service protocols, and technology utilization. This audit provides valuable insights into the strengths and areas for improvement within your contact center.
02 Conversational & sentiment analysis
Leveraging advanced AI technologies, we perform conversational and sentiment analysis on your customer interactions. Through sophisticated language processing algorithms, we evaluate both spoken and written conversations to gauge customer satisfaction, sentiment, and engagement levels. This analysis helps uncover patterns, identify customer pain points, and pinpoint opportunities for enhancing the customer experience. By understanding the nuances of customer conversations, we can develop tailored strategies to improve communication and drive customer satisfaction.
03 Call reasons listing and analysis
We meticulously list and analyze the reasons behind customer calls. By categorizing and examining call types, we gain valuable insights into the main issues or inquiries driving customer contact. This analysis enables us to identify recurring themes, understand the most common customer needs, and determine areas where automation can be implemented effectively. By streamlining call reasons, we can optimize processes, reduce call volumes, and enhance overall efficiency.
04 Automation matrix classification
Building on the insights gained from call analysis, we develop an automation matrix that classifies different call types based on their suitability for automation. Our experts assess the feasibility of automating specific tasks or processes within your contact center. By identifying areas where automation can be applied successfully, we help streamline operations, reduce manual workloads, and enhance agent productivity.
05 Call diagnosis review
In the final step, we provide a comprehensive review of the call diagnosis findings. Our team presents detailed reports, insights, and recommendations based on the analysis conducted throughout the process. We collaborate closely with your team to discuss the identified areas for improvement, propose actionable strategies, and outline a roadmap for optimizing your contact center operations. Our goal is to empower you with the knowledge and tools necessary to enhance customer satisfaction, increase efficiency, and drive business success. With our systematic approach to call center diagnosis, we enable you to unlock the full potential of your contact center, deliver exceptional customer experiences, and achieve your business objectives.
Clear milestones with deliverables to ensure implementation success
