Real-time Call Agent Support

Provided a heat map of problem calls to call center supervisors.

Improved customer call handling efficiency by further assessing an agent’s performance and predicting attrition rates.

real-time-call-agent-support

SITUATION

A large US online university (with several hundred thousand students) was looking for real-time support for their agents during problematic calls.

CONTRIBUTING FACTORS

Software should have the capability to analyze attributes like the energy levels, call atmosphere, and customer attitudes, behavior, and sentiments.

CHALLENGES

Problematic calls lead to an increase in average call handling times, poor first contact resolution and simultaneously delivering low levels of customer experience.

SOLUTIONS

  • Our real-time speech analytics capability provided a heat map of problem calls to call center supervisors.
  • Supervisors could then support agents by intervening in live calls.
  • The implementation was fully integrated with Amazon’s Connect Contact Center as a Service (CCAS) offering.
  • A semantic/natural language understanding (NLU) layer was added and customized to the client’s needs.
  • Our software could also surface helpful tips into an agent’s browser while a call is still active.

 

ADDITIONAL BENEFITS

  • By analyzing both the customer and agent audio and looking deeper into six additional variables like burnout, retention, etc., we could further help assess an agent’s performance and predict attrition rates.
  • Software could also monitor agent energy, attitude & atmosphere.