Conversation intelligence can pinpoint factors that are driving up operational costs for contact centers, allowing contact center leaders to reduce those costs and improve the customer experience. In this video, MSC's Brenda Louis shares several examples of how her organization used Creovai to reduce repeat contacts and transfers.
[0:00]
Brenda
Some of the things we were looking at included repeat contacts—why is someone not being serviced on a first contact resolution, not just necessarily a first call resolution? Repeat contacts obviously led to high call volume, so we were looking at call volume drivers. Why is somebody calling us? Customers may absolutely love us, but chances are pretty good that they don’t want to sit on the phone to call us.
[0:36]
Brenda
When they do call, we’d like to think they are reaching the department that can best solve their issue. If not, that's going to result in a transfer, so in some cases, a transfer could have been eliminated. So we were looking at that as well.
[0:53]
Brenda
We examined whether the person handling the call took full ownership and advocated and did everything they could to assist. It gave us insight into potential coaching and training opportunities. And then nobody wants to be transferred, [so we asked]: what are we doing? Where are we missing the boat with call transfers?
[1:14]
Brenda
We actually even looked at our phone tree setup. Was the phone tree set up appropriately? Was it that we’re causing the transfer—for example, was the phone tree not clear? So we went back and looked at scripting. We changed some of the script and how patients were directed through our phone tree. This was just another piece [of the puzzle] that we looked at.
