Our tips for improving FCR or first call resolution
Batvoice AI is a speech analytics editor and allows you to analyse thousands of telephone conversations from your CRCs (Customer Relations Centres). Batvoice AI is one of the Top 10 speech analytics companies in the world and is the only French company in this ranking. (Source: Medium.com)
Accessing telephone call data to implement concrete actions
The problem for many CRCs is to access the data from telephone conversations in a exploitable way in order to implement concrete actions to develop customer loyalty and improve quality while complying with RGPD requirements.
To facilitate access to this data and action implementation, Batvoice AI automatically transcribes your calls, structuring this data according to a tree structure adapted to your sector of activity and highlighting the subjects expressed by the customers and call motives. Finally, Batvoice AI provides tools to assist in the analysis of both the voice of the customer and quality management.
The advice you will find in this article will help you meet the challenges of improving and monitoring the following indicators:
- FCR
- CSAT
- Conversion rate
- Sales
- Irritant levels
- Anger by subject
The Batvoice AI teams support you in the operational phase with the monitoring of your ROI both upstream before your project and ongoing during your use (see extract from the ROI file below in Annex 1).
Tip 1: Identify irritants in the customer journey
When analysing the topics, users can trace the recurring elements of customer discourse in volume and proportion. These include, for example, recurring questions asked by your customers or irritants in the customer journey.
Categorising the topics raised by customers will allow you to accurately identify a multitude of topics to work on, for example: the number of times your customers call your contact centres back, the reasons for customer calls, the number of promoters and detractors.
In the example below, the company has access to all topics raised by customers and has the possibility to measure these topics and sub-topics in volume or percentage. Using filters, the company can also navigate through the calls and replay segments of customer calls or the entire call.
Tip 2: Identify risky customer calls
To track at-risk customers and identify the risk of repeat calls, Batvoice AI applies both semantic and emotional identification criteria in the voice (such as anger in the voice or detection of irritants) and provides real-time access to a list of at-risk customer calls.
With this visibility, companies using Batvoice AI set up priority customer recall processes based on the number of irritants and their intensity. For example, they recall customers who have expressed strong anger in order to turn detractors into promoters and prevent them from leaving for the competition.
The example below illustrates the flow of calls that require priority call monitoring according to configurable rules. For example, you can set up rules for automatic detection of risky calls, based on the weight of the irritant, the number of irritants, a particular mention by the customer, and associate follow-up steps by assigning internal people responsible for following up these calls.
Tip 3: Be alerted in real time
Risky calls can be defined according to many criteria; some companies get a list of risky calls based on CSAT score and anger intensity, other companies define rules by keywords.
Keyword approach
For example: during a customer-agent conversation, when the customer mentions specific terms such as "this is the last time I will use your services", your chosen keyword detection rules will allow you to display these calls in your call tracking list.
AI-assisted approach
Automatically identify the reasons for calls, so as to associate an action with them. For example: unresolved "access to customer area" request + high level of anger.
Operational teams implementing this automatic process with Batvoice AI, receive a daily report of the calls with a risk of customer departure directly in their email box in order for them to act immediately and correct customer dissatisfaction in an action plan.
Tip 4: Target priority training actions
Companies that use Batvoice AI also want to act on the FCR by improving the quality of the customer discourse.
These companies offer targeted training to advisers to help them deal with the situations that lead to repeat calls. For example, the counsellors' discourse can be adapted as they go along.
This makes it possible to streamline the processes and operations that cause these situations. With this visibility, companies that use Batvoice AI set up processes for prioritising customer recalls according to the number of irritants and their intensity. For example, they recall customers who have expressed strong anger in order to turn detractors into promoters and prevent them from leaving for the competition.
Tip 5: Monitor the impact of your actions
One of the difficulties companies face is monitoring the impact of their actions. When an action is implemented, what are the effects on the FCR, on customer irritants, or on the quality of the advice given?
Batvoice AI allows you to measure the results of your actions thanks to a "timeline" that measures the evolution of each topic and sub-topic by periods defined by the user (hours, day, week or month).
Companies use dashboards to visualise trends, compare "before and after" performance. They use exportable reports or track performance easily with automatic emailing of results at the desired frequency.