Every institution, business, and household depends on a fast and reliable internet service. When issues arise, they cause significant disruption. For this Internet Service Provider, customer choice is based on trust, not product or price, and retaining them means providing high-quality customer service.
Customers expect issues and outages to be resolved quickly, and for agents to provide accurate and consistent advice. This is difficult to achieve with a hybrid workforce. Using a data-driven approach to analyse existing practices, the company intends to become a leading Internet Service Provider. By prioritising customer experience and improving their net promotor score, they hope to drive organic growth and amplify the success of other growth initiatives.
Call analytics and recording have been implemented to monitor trends, improve call handling and contribute to SLA reporting. Busy periods, such as service outages, are managed more effectively, and calls are more appropriately routed achieving higher first contact resolution rates. Furthermore, the company often receives calls about complex issues relating to their routers and WiFi repeaters, so customer journey analysis can be employed to ensure that those calls are directed to skilled agents, enhancing customer experience and reducing complaints. Combining analytics with recording means that when problems arise, managers can view call records, see complete call journeys and access recordings in one place. Faster resolution of issues both within the initial contract period, and towards the final 45 days of the contract - the highest risk churn windows - are reducing cancellations and negative reviews.
With conversation analytics, every customer call is automatically transcribed, categorised, sentiment-scored, and matched against topics and phrases providing visibility across locations. For example, keywords identifying customers at risk of cancellation, including mentions of competitors, are flagged. By identifying which competitors are winning business and why, the company can protect their market position.
A consistent performance standard is being developed using keyword analysis and call evaluations to identify and share the methods of top-performing agents. For example, the company operates a “broadband plus” bundle model, so they are now able to identify winning techniques from successful upsell conversations. This learning has then been codified into scripts, and best practices scaled through targeted training. Sales teams are also reporting that growth in trust has made upselling easier.
Real-time dashboards are being used to create accountability and allow team members to selfmonitor. To further motivate staff, a scheduled summary dashboard is distributed ahead of the weekly management meeting, allowing the team to review communication KPIs alongside broader business metrics.
