It's hard to convince department leaders to make changes just by saying, "Our call center agents are hearing about this issue a lot." Connexus Energy's Alison Miles discusses how Creovai has helped her team quantify the impact of issues coming up in customer calls, allowing them to make a strong case for cross-functional improvements.
[0:00]
Alison
We’ve done a little bit of one-off work on sentiment analysis using our agent notes. If you think about how limited those notes are compared to what happens in the big picture of the conversation and how biased they can be—as much as we try to focus on facts over feelings—that's still never going to perfectly capture it. But we’ve gotten some decent insights out of that.
[0:29]
Alison
The possibility to capture 100% of conversations and have both the automated QA and business process improvements [is a game changer].
[0:43]
Alison
One of the things I’m sure anyone who has worked in a contact center for five minutes can relate to is this: one agent—or a couple of agents—might say, “We’re hearing this a lot. There’s a big problem that’s happening right now.” And then of course, whatever other department you take it to and say, “Our agents are hearing this a lot,” [they respond with], “What’s a lot? How often?” Okay, so I pull the notes, and they indicate maybe we’ve seen 10 [cases] in the past week. [The other department says], “You want us to change something for 10 calls?”
[1:17]
Alison
The beautiful thing here with Creovai is that we can search and pull the exact number of calls [the issue] happens on. Our CRM is limited in terms of how a call gets classified. So if the member called in and they talked about 18 different things, the agent's got to pick one thing that the call was about.
[1:41]
Alison
The beautiful thing with Creovai is that doesn’t matter anymore. We can grab those different categories, we can grab the language used and go to another department and say, “Actually, this is a really big deal. Last week we had zero calls on this, and this week we’ve had 200 calls. There’s a problem here that we need to look at more closely.”
[2:05]
Alison
As we look to the future and we’re wanting to continuously improve, it gives us the data we need to support that. “This needs to change. This is a priority. This is something that we need to work on.” And that’s really exciting.
