Increasing Customer Contentment Level

Problem: A customer oriented bank places great importance on customer satisfaction and seeks to analyze the satisfaction levels of its customers. However, the bank faces difficulties in obtaining necessary information from customer representatives during their interactions with customers. Due to the lack of available data, even if the bank manages to analyze customer interactions with representatives, it struggles to make effective comparisons.

Success scenario: Bank analysts access Acoustic Parameter values through the Statistical Analysis page within the Root Cause Analysis sub-module, located under the Knovvu Analytics module. To access these values, they input the following information in the Filters section: Conversation Type as "Calls," Channel as "Customer," and Date range as the last 6 months, i.e., from 1st February to 1st August. If they wish to conduct a more detailed search, they can also use the Category, Department, Agent, and Tag filters. Finally, they click on the "Analyze All" button to initiate the process.

Note: The "Analyze" button analyzes 1000 interactions that meet the defined parameters, whereas the "Analyze All" button analyzes all interactions that fit the defined parameters.

After the filtering process is completed, analysts can access the Acoustic Parameter page and view average values. For instance, in the Customer section, they can observe the Customer Tension Ratio of 24.82% and the Customer Block Ratio of 48.99%.

After obtaining these average values, they navigate to the Categories sub-module under the Analytics module and create categories based on the average values.

In the Analysis section, Customer Block Ratio is selected, and the value ">= 50" is entered to find values that are 50 or greater. Next, in the Emotional section, Customer Tension Ratio is selected, and the values ">= 25" are entered to find values that are 25 or greater. Finally, the analysts Saves and Closes the page.

After all the processes are completed, relevant calls can be accessed through the Conversations submodule under the Analytics module. In the Filters section, the desired date range is entered in the Date field, and the Category "Customer Contentment Level," created in the previous step, is selected. Subsequently, analysts listen to these calls. This way, the reasons that hinder customer satisfaction are identified, and customer representatives are trained in these areas.

Reason of the problem: Not analyzing conversations with irate customers and constantly interrupted interactions between customers and representatives can have detrimental consequences for a company. Firstly, customer dissatisfaction may go unnoticed, and valuable feedback and complaints might be overlooked. As a result, the company may fail to address crucial issues and make necessary improvements to its products or services. Additionally, the lack of analysis may lead to missed training and development opportunities for customer representatives. These interactions with upset customers offer valuable insights into their strengths and weaknesses, which can be utilized to enhance their skills in managing difficult situations, resolving issues effectively, and providing better customer experiences.

Furthermore, neglecting to analyze complaints from irate customers and disregarding interrupted conversations can result in severe consequences for the business's reputation and customer retention. Unaddressed customer dissatisfaction may lead to a loss of trust and loyalty among existing customers, ultimately driving them to seek alternatives from competitors. Such negative experiences may spread through word-of-mouth, further damaging the business's reputation and limiting its potential to attract new customers. Moreover, the failure to identify improvement opportunities in processes and service quality may hinder the business's growth and prevent it from delivering exceptional customer experiences. This, in turn, can impact staff motivation and performance, as constant interactions with upset customers might reduce job satisfaction and overall productivity among customer representatives.

Result: As a result of the analyses conducted, the customer representatives were provided with an intensive one-month training program. This training aimed to enhance their communication skills, conflict management, and strategies to improve customer satisfaction. The training process took into account both the positive impact on customer representatives and customer feedback. The content of the training included effective and empathetic communication with irate or complaining customers, techniques for resolving issues, and suggestions for enhancing the overall customer experience. Additionally, strategies were taught to manage interrupted conversations and minimize customer dissatisfaction.

The outcomes of this intensive training have been positive. Customer representatives are now able to interact with customers more confidently and comfortably and respond more effectively to customer complaints. They have also developed skills to resolve customer issues more swiftly by applying various techniques. As a result, customer satisfaction has significantly increased, leading to a rise in positive customer feedback. The company's reputation has been strengthened, and customer loyalty has grown. This process has contributed to the continuous improvement of customer satisfaction and the overall customer experience.