Creating Categories

Problem: A telecommunications operator recently introduced a new tariff plan that offers only free calling and does not include free SMS. The telecommunications operator wants to measure the knowledge gap among customer representatives. Therefore, the company's analysts need to prepare categories to check whether customer representatives mention the tariff in their conversations with customers.

Success scenario: To determine whether the customer representative is using the desired expressions, the analysts go to the Categories submodule and select "Basic Category" from the Text Search section.

The analyst first creates a Basic Category and enters "free call" into it. The " * " sign allows for the inclusion of words related to "free call," such as "free calling." Then, the analyst proceeds to the Advanced Options and creates a Category Group. Within this group, they add "free sms," "complimentary sms," and "free text*" as categories, connecting them with "OR" and select "NOT". The reason for using "OR" is to determine whether any of these three expressions are used. In the final step, all the expressions are selected as the "agent" channel.

In this way, company analysts can learn whether customer representatives also suggest the SMS product to customers to whom they offer free call time.

Reason of the problem: It is important for customer representatives to have accurate information because it affects customer satisfaction and the company's reputation for the following reasons:

• Reliability: Customer representatives are responsible for answering customer inquiries and providing assistance. Customers expect to receive accurate and reliable information. If customer representatives provide incorrect or incomplete information, it can undermine customer trust and affect the company's credibility. Providing accurate information is important to maintain the reliability of customer representatives and the company's reputation.
• Customer Satisfaction: Fast and effective service based on accurate information enhances customer satisfaction. Customers expect their needs to be met through accurate and complete information. If customer representatives provide incorrect or incomplete information, customers' needs are not fulfilled, resulting in dissatisfaction. Providing accurate information is important to increase customer satisfaction and loyalty.
• Problem Resolution: Customer representatives provide information to resolve customer issues and offer assistance. Providing incorrect or incomplete information can negatively impact the problem resolution process. Access to accurate information enables swift and effective resolution of issues.
• Company Image: Customer representatives serve as the face of the company. Representatives who provide incorrect or incomplete information can have a negative impact on the company's image. Customer trust in the company can decrease, and its reputation may be damaged. Providing accurate information is important to maintain the company's reputation and create a positive image.
• Repeat Sales and Customer Loyalty: Customer representatives promote repeat sales and increase customer loyalty by providing accurate information and guidance. Customers appreciate working with reliable and knowledgeable representatives, and they are more willing to do business with the company again in the future.

In conclusion, the accuracy of information held by customer representatives is important for ensuring customer satisfaction and protecting the company's reputation.

Result: Analysts ensure the necessary controls by creating categories and then monitoring the interactions between customer representatives and customers. As a result, agents are provided with training to ensure they have a comprehensive understanding of the subject matter, leading to an observed increase in customer satisfaction.