Call agent performance evaluation

Extending the customer retention capabilities .

Improvement in customer service satisfaction and sales.

 

Call agent performance evaluation

SITUATION

A travel vertical customer had a desire to measure how effectively salespeople use various types of negotiation and closing techniques.

CHALLENGES

More than half of the losses faced by the companies were because of the non-performing agents, highly impacting the KPI targets and customer satisfaction.

CONTRIBUTING FACTOR

Software should also have customer retention capability.

SOLUTION

  • Our speech analytics tool measured how effectively salespeople use various types of negotiation and closing techniques.
  • It also had a rules-based capability that flags calls based on whether or not agents offer retention discounts at appropriate points, such as when a consumer is trying to cancel a monthly subscription service.

EXAMPLE

The capability to measure an agent’s performance was extremely important. Our software measured the usage frequency of the desired language like “my pleasure”, “be happy to” etc., as against the use of unprofessional terms like “no problem”, “dude”, “cool”, etc.