AT A GLANCE:

INDUSTRY: Retail

SIZE: 1,000 locations and online retail; 13,000 employees

PRODUCTS USED: Calabrio Quality Management, Calabrio Analytics

THE CHALLENGE:

The company’s quality assurance process allowed them to review only 1 percent of their customer interactions, which left them unable to gain a true understanding of the reason for the increase in escalations.

THE SOLUTION:

With Calabrio Analytics, the clothing manufacturer was able to discover that agents were having a hard time maintaining control during challenging and emotional calls. As a result of this discovery, the company developed and delivered targeted training to agents which led to a decrease in calls escalated to supervisors.

Clothing Retailer Manages Escalations with Calabrio Analytics

CASE STUDY: RETAIL

Retailer develops contact center agent training with the help of Calabrio Analytics

Resulting in increased insights into call escalations and improved customer engagement

BACKGROUND

A leading upscale retail clothier for men began in 1973 with a single, small store in Houston, Texas. The clothing manufacturer gradually opened more retail stores throughout the US and Canada. Today, the clothing manufacturer has expanded to over 1,000 locations plus an online retail site, providing men’s apparel ranging from formal to casual, tuxedos to denim. The company has grown to over 13,000 employees, including wardrobe consultants and master tailors. The manufacturer’s goal is to provide the ultimate customer experience so that every man has the confidence to face the most important moments in life, whether it’s a big presentation at work or his wedding day.

THE CHALLENGE

The clothing manufacturer strives to extend the personal attention given to customers in the store to the customer interactions in the contact center. However, the company began to experience an increase in calls being escalated from contact center agents to supervisors, diverting the supervisors’ focus away from other important contact center business. The company needed to get to the bottom of why agents weren’t handling the calls themselves. Their quality assurance process allowed them to review only 1 percent of the customer interactions that were taking place. This manual, labor-intensive process led to incomplete, inconclusive results, and they were unable to gain a true understanding of the reason for the increase in escalations.

THE SOLUTION

The company needed an easy-to-use, cost effective solution that gave them a way to isolate conversations in which the customer requested an escalation.  After implementing Calabrio Analytics, 100% of the calls captured through Calabrio Quality Management are now reviewed for relevancy through powerful yet simplified speech analytics technology. Calabrio Analytics pinpoints the exact location of the point of escalation within the recording. Instead of trying to sift through thousands of calls, quality analysts were able to focus their efforts on only those calls that were relevant to escalations.  They were able to discover insights into the reason for increased escalations quickly, and then take action to improve the problem.

THE RESULTS

By focusing their efforts only on relevant calls identified with Calabrio Analytics, the clothing manufacturer was able to discover that many agents were having a hard time maintaining control during challenging and emotional calls.  As a result of this discovery, the company developed and delivered targeted training to agents who were experiencing difficulty with escalations.  These agents learned techniques to defuse these situations and became empowered to handle the calls on their own.  Since the training, supervisors have noticed a sharp decrease in escalated calls and are able to focus on managing their teams and improving other contact center KPIs.  Calabrio Analytics delivered the powerful insights that the company needed to make better, faster decisions in order to protect their business and gain more contact center efficiency.

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