nexidia managed analytic services
Customer Satisfaction Analysis
Introduction
Companies are very aware that acquiring a new customer is more expensive than
retaining an existing one, so companies cannot afford to lose customers due to poor
service at the contact center level. The contact center must be viewed as an essential
extension of the company, and an important part of the brand experience. Therefore,
ensuring that the experience is pleasant, efficient, and satisfies the customer’s need
is crucial to success.
The most common method for measuring customer satisfaction is through surveys,
either during or after the call. While this method provides some intelligence around the
customer experience, it doesn’t offer the most accurate view of customer satisfaction.
This is due to the small sample size and the fact that the only questions asked are
those deemed important by the enterprise. Surveys also lack detail, such as which of
a customer’s experience with your company caused the review, which agent handled
the interaction and what was the root cause of a dissatisfied call. Lacking this critical
information, enacting meaningful change is extremely challenging. Without the use of
speech analytics, contact center operators are left with an incomplete view of customer
satisfaction and a disconnect between the scores they receive and the actions that
caused the scores. Speech analytics uncovers the reality of what happened during
a call, enabling companies to improve the business processes and agent behaviors
most affecting the customer’s experience.
The Analysis Process
Nexidia’s Managed Analytic Services team uses speech analytics technology to
locate the agent behaviors and business process that have the greatest impact on
the customer. The team first begins by identifying the calls which contain sentiments
of dissatisfaction. By building searches that contain words such as “unhappy,”
“speak to a manager” or “frustrating,” the team creates a category of calls in which
the customer seemed upset, or the call escalated. More refined searches such as
“this is the xth time I’ve called,” or “my hold time was excessive” will yield further
insight. The team drills into this category of calls to create sub-categories. These
sub-categories show which types of calls most often contain frustration, such as billing
calls or calls for technical assistance. The team also identifies which agents have the
most dissatisfied calls and compares the percentage of these calls to total volume.
The second step in evaluating customer satisfaction begins by identifying behaviors
and processes that typically cause customers to become upset. These include
excessive transfers, requests for call backs, and long non-talk times. The team creates
call categories which contain these issues, providing a foundation for performing root
nexidia managed analytic services
Customer Satisfaction Analysis
cause analysis. Studying the root cause arms companies with the information needed
to understand why these “trigger” events occur, and what steps can be taken to prevent
them. As behaviors and processes are modified, monitoring customer satisfaction
becomes a continuous cycle, thus ensuring maximum return on investment.
agile service delivery
Each customer is assigned a team of speech analytic professionals who perform
all of the critical tasks necessary for operationalizing speech analytics—as well as
providing the continuous analysis needed to adjust to changing needs. Based on
the issues companies identify as key areas of focus, the Nexidia team conducts a
structured analytical process. This process has been honed from years of experience
working across multiple verticals with Fortune 500 companies, and draws upon the
extensive call center experience of the team.
Nexidia’s delivery method tailors to fit all customers, regardless of whether the
technology is deployed through an On Premise license or through Nexidia’s Hosted
Services. The analysis process is delivered through Nexidia’s unique method
consisting of two week Sprints. Every two weeks, the Nexidia Analytics team
conducts a series of analytic activities, based on the customer’s specific topic
of interest. At the conclusion of each Sprint, a review will detail:
•
Work accomplished
•
Analytics completed
•
Findings
•
Recommendations of any additional work or next steps
Nexidia will estimate the number of Sprints required to complete each specific types
of analysis. The customer always maintains the flexibility to modify the direction and
scope of the upcoming Sprint, based on need. This delivery method avoids long,
drawn out projects with overwhelming results by delivering on clearly defined goals,
with fast paced, yet flexible delivery dates and realistic action items for improvement.
getting started
Nexidia ensures that global organizations have the easiest path to the benefits of
speech analytics and getting started is faster than ever before. For more information,
contact Nexidia at info@nexidia.com.
Nexidia – Headquarters +1 (866) 355 1241
3565 Piedmont Road NE, Building Two, Suite 400, Atlanta, GA 30305, USA
Nexidia – UK +44 (0)20 8973 2440
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Nexidia products are protected by copyrights and one or more of the following United States
patents: 7,231,351; 7,263,484; 7,313,521; 7,324,939; 7,406,415 and other patents pending.
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