Following Conversations of Agents

Problem: A company complains not to get effective feedback on their new customer agents’ performance. They receive a large number of emails, messages, and calls regarding inappropriate or offensive conversations of customer representatives. So analysts of the company need to go over some calls and look for specific words to improve agents performance and customer satisfaction because the performance evolution of a new customer agent plays a significant role in customer satisfaction to create effective communication.

Success scenario: The analysts decide to check the Knovvu Conversations submodule to examine calls from customers that mention the word "sue" to examine the performance of a new agent called Can Atılgan in April.

To do that, the analysts select the Date filter as the relevant period, select the relevant Agent, write "sue" in the Quick Search Bar, and select Customer channel from the section on the right of this bar. When the Filter button is clicked, the analysts reach the complaint calls in which the word sue mentioned by the customer in the selected period.

In order to understand the reason for using the word sue, the analysts click on the conversation ID and go to the page where the whole conversation and its details takes place.

In the Transcript window, the analysts view the transcript of the call and listen to the conversation with the help of the wave form. They add comments by clicking the cloud button in the player section so as not to forget the issue of the call. What is more, with the help of the Analysis window, they review the conversation easily and fastly to see whether the agent blocks the customer and the customer engagement is lower or higher in the conversation.

Reason of the problem: As a result of all these detailed analyzes, it is understood that the reason for using the word sue was because the agent was inexperienced in this regard and could not find a quick solution to the customer. This word would not have been used if the agent had quickly recognized the problem and informed the customer that it was under control. All this detailed information was reached after filtering the word sue and entering the necessary information in the filter section, after examining the transcript page in detail.

Result: It is important for customer representatives to ensure that customers do not use unwanted words due to the customer satisfaction. The avoidance of negative or unwanted words by customers is important to meet customers' emotional needs and provide them with a positive experience. Providing a good customer experience increases customer loyalty and the likelihood of repeat business. So, to avoid these kinds of issues once again, the problem is discussed with the agent. The customer representative went over the transcript over and over again to ensure that clients will not feel uncomfortable about an issue and will not use undesirable words such as sue in the future.

A customer agent with evolving performance demonstrates improved communication skills, including active listening, clear articulation, and a thorough understanding of customer needs. Such agents can better understand customer inquiries or issues and provide relevant and satisfactory solutions. Effective communication leads to enhanced customer-agent interactions, which positively impact customer satisfaction. When a new customer agent's performance evolves over time, it signifies a commitment to continuous improvement. These agents actively seek feedback, learn from their experiences, and refine their skills accordingly. Customers appreciate interacting with agents who are dedicated to their professional growth and actively strive to provide better service. Over time, customer representatives learn to tailor their responses to individual customer needs, preferences, and emotions. By demonstrating empathy and understanding, agents can create a positive emotional connection with customers. This personalized approach enhances customer satisfaction as individuals feel valued and heard. This dedication to improvement helps build trust and increases customer satisfaction.

Lastly, customer satisfaction is closely linked to a positive brand image. A new customer agent who consistently delivers high-quality service contributes to a positive perception of the company or brand. Satisfied customers are more likely to recommend the brand to others and become loyal, long-term customers. Positive word-of-mouth and customer loyalty are essential for business growth and success.