Reducing Recurring Conversations

Problem: A bank notices that the calls containing the topics related to the campaigns were among the most recurring calls. Analysts of the bank tries to identify the reasons behind these calls as being repeatedly called by the same customers increases the workload and leads to excessive burden on bank representatives. This situation raises the stress levels of customer representatives and negatively affects their performance. Additionally, it results in long waiting times for other customers, reducing customer satisfaction and causing them to question their relationship with the bank.

To prevent these negative consequences, the analysts of the bank should develop effective methods to identify the reasons of the calls, deficiencies in the campaign processes and processes to promptly address customer issues.

Success scenario: The analysts decides to investigate the reason of receiving repeated calls by its customers by using Knovvu Analytics Non-FCR as these calls leads a serious cost. They label 3 or more calls from the same phone number within 48 hours as Non-FCR. Non-FCR allows the user to analyze the conversations that are marked as Non-First Call Resolution (Non-FCR) within categories that are registered (prebuild) in the system. Lastly, the analysts filter the other related information on the Filters section where they can select the Conversation Type, Date and add 1 Category for its conversations to be analyzed, then each Non-FCR conversations group will be listed separately.

Analysts click on the '>' symbol next to each group to examine the search reasons in detail. If a Non-FCR group is selected, the search information (ID, Duration, Customer Representative, Caller and Called numbers, and Time) of that group is listed, and when they click on any call ID, they can review more details about the calls.

Reason of the problem: There can be several possible reasons why the same customer repeatedly calls the bank regarding a campaign:

• Lack of information: The customer may continuously call seeking more details or clarity about the campaign due to a lack of sufficient information. They may prefer to communicate with the bank to learn about the campaign specifics or resolve any uncertainties.
• Requests or changes: The customer may repeatedly call the bank to make requests or changes related to the campaign. For example, they may want to request a service or advantage offered within the campaign or make changes to the existing campaign terms.
• Issues or complaints: The customer may call the bank continuously to express problems or dissatisfaction encountered during the campaign process. They may seek support or solutions regarding difficulties in benefiting from the campaign, faulty practices, or unmet expected results.
• Satisfaction or feedback: The customer may repeatedly call the bank to express their satisfaction or provide feedback about the campaign. For instance, they may want to indicate that the campaign was successful or offer improvement suggestions.

These reasons, either individually or in combination, can lead to the same customer repeatedly calling the bank about a campaign. Banks should understand the reasons behind these calls to deliver a positive customer experience.

Result: By filtering the campaign calls and analyzing them, several important outcomes were achieved. Firstly, the reasons behind the calls were identified, allowing the bank to understand the specific issues that prompted customers to reach out. This information is valuable in addressing customer concerns and improving the overall customer experience. Also, as a result of the analysis, it was observed that the monthyly average calls containing the topics related to the campaigns decreased by 81% .

Furthermore, the analysis of campaign calls revealed potential deficiencies in the campaign processes. By identifying areas of improvement, the bank can take proactive measures to enhance the effectiveness of future campaigns and avoid similar issues in the future. This insight provides an opportunity for the bank to fine-tune its strategies and ensure a more seamless and successful campaign execution.

Moreover, the recognition that the campaign process needs to be improved end-to-end highlights the importance of a comprehensive approach. It indicates that there may be multiple touchpoints and stages in the campaign journey that require attention and enhancement. By acknowledging this, the bank can implement changes across various aspects of the campaign, from planning and execution to monitoring and evaluation, to ensure a more efficient and impactful campaign experience for both the bank and its customers.

In conclusion, filtering and analyzing campaign calls have enabled the identification of call reasons, determination of deficiencies in the campaign processes, and the realization that the campaign process needs to be improved holistically. This valuable feedback serves as a catalyst for positive changes, ultimately enhancing the bank's campaigns and strengthening its relationship with customers.