Real-World Case Studies
Benefit: Improved First Call Resolution
Talkmap enables its users to drill down and around in their conversation data, to discover not only which call types are not being resolved in the first call (or are being escalated internally), but why…
For a large telco, they knew they had an issue with first call resolution being low, but couldn’t assess the reasons behind it so they wanted to analyze the Drivers of Repeat Calls and Escalations/Transfers.
They used Talkmap to identify those calls and compared them to the calls that were resolved successfully. They were able to see the language used and the steps (and sequence of steps) taken by agents delivering desired outcomes. This drove coaching, training and scripting changes to improve FCR.
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Key KPIs impacted include.
Improved Customer Experience
Operating Cost Reductions
Improved Contact Center Metrics