Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now.
So for the second year in a row, we recognized at our C3 online event—and awarded with cold, hard cash!—the organization that best used Calabrio Analytics to turn contact center data into actionable insights and tangible results.
This year’s winner was Thomson Reuters! They’ll receive $50,000 for their contact center. Let’s take a look at what they did to make an award-worthy case.
An inspiring use of Calabrio ONE Desktop Analytics has played a starring role in Thomson Reuters’ continuing effort to improve the customer experience, decrease customer frustration and increase employee engagement.
How they did it:
Contact center leaders decided to analyze a group of 14 new agents who were participating in onboarding and product training while completely remote. Leaders first tapped Calabrio Analytics to identify which of their calls had long and or multiple holds, then used Calabrio’s Desktop Analytics to understand exactly how agents handled these calls/holds.
Revealingly, they discovered the sample group maintained an average handle time that was significantly above target.
To resolve the issue, contact center leaders built a virtual training program focused on troubleshooting and using the proper resources to efficiently find answers. The new program allows the Tax & Accounting Professionals business unit of Thomson Reuters to potentially save up to 3% of its annual contact-center operating budget.
Our runners-up, Bluegrass Cellular and Idaho Credit Union, received $25,000 each for their contact centers. Here are summaries of their inspiring stories.
With a sophisticated pairing of “Meaningful Apology” skills with Calabrio Speech Analytics, Bluegrass Cellular immediately shrank the number of insincere agent apologies by 40%, reduced the number of escalated calls by 45%, decreased the number of formal customer complaints by 43%, grew rep satisfaction (RSAT) scores by 26% and improved quality monitoring scores by 5%.
How they did it:
After attending an illuminating “Art of a Meaningful Apology” session at ICMI, Bluegrass Cellular contact center leaders suspected they could improve the quality of their agents’ apologies, and benefit both agents and customers with a more genuine interaction. So, to understand the perceived strength and sincerity of agent apologies, leaders ran the “sorry” phrases used by agents through Calabrio Speech Analytics.
What they found: well-intended representatives repeatedly used “I’m sorry” as a way to pause a conversation, not as a sincere apology.
To correct the situation, leaders quickly built and delivered to the entire contact center team a custom training plan featuring tangible examples of proper/meaningful apologies, then provided additional, individualized training sessions to agents needing extra guidance. This training program proved so beneficial, it’s now required curriculum for all new hires.
A powerful application of Calabrio ONE’s predictive analytics enabled Idaho Central Credit Union (ICCU) to increase its Net Promoter Score (NPS) by 19% in only 2 months in 2020, despite higher-than-average call volumes spurred by COVID-19.
How they did it:
In spite of an already-impressive NPS of 65-75%, ICCU knew it could provide even better service to its members.
After realizing the weekly, Excel-based “scorecard” email agents received wasn’t motivating them in the intended way, ICCU developed a new, online dashboard that leverages Calabrio ONE’s predictive analytics to track—and make easily available to all contact center agents and supervisors—real-time quality scores, predictive NPS and overall sentiment.
Now, easy access to real-time insights—including a visual graph that displays an agent’s current NPS detractors, passives and promoters—empowers agents to self-assess their customer interactions at any time, then autonomously adjust their quality and service accordingly.
Watch these presentations from the Calabrio Customer Connect event: