Leading UK Telco Increases Revenue with CX/EX Scoring Bot
The customer experience team underwent a transition to adapt to a more sales-oriented approach, with an emphasis on identifying and capitalizing on opportunities to upsell combined mobile and broadband services to customers.
Results
Increase agent upgrade upsells
Decrease in customer churn
Increase in agent efficiency
Opportunity
The acquisition of a prominent telecommunications company by another major player was a significant strategic move that solidified its position as a leading provider of mobile and broadband services in the UK and propelled it to a top position within the EU market.
Central to this growth strategy was the goal of dominating both the mobile and broadband sectors. The customer experience team underwent a transition to adapt to a more sales-oriented approach, with an emphasis on identifying and capitalizing on opportunities to upsell combined mobile and broadband services to customers.
Solution
The teclo implemented the CX/EX Scoring Bot, formerly Cogito, to provide real-time insights and guidance to enable agents to upsell customers more effectively. By equipping agents with the skills to respond dynamically to the conversation, the CX/EX Scoring Bot helped actualize this organization’s vision of more personalized customer engagement, contributing significantly to achieving the company’s ambitious sales targets.
The AI-powered bot provides rich and redacted transcripts immediately after each call, helping supervisors quickly identify topics discussed and follow up on customer issues. Real-time alerts notify supervisors when customer experience (CX) or employee experience (EX) scores fluctuate, highlighting challenging calls or opportunities for praise. This enables timely support and monitoring of agent well-being.
CX and EX are measured on every call, providing data for personalized coaching and development plans. CX scores reveal customer sentiment, while EX trends help identify at-risk employees and extend tenure through appropriate interventions. The dashboard delivers detailed, actionable data to operational leaders, breaking down trends by agent, shift, and hour, offering unprecedented insight into positive customer interactions.
Operations leaders can develop dynamic conversation cues triggered in real-time, identifying new sales opportunities. Agents reinforce compliance with legal standards, such as minimizing PCI collected on calls by sending payment links to customers.
Results
The CX/EX Scoring Bot’s real-time guidance has been a commercial success. The introduction of topic-based guidance highlighted opportunities for agents to initiate cross-sell conversations or explore mobile upgrades.
Perhaps most importantly, tenured agents and newly onboarded team members adopted the new tool at high rates – reflecting a willingness to engage with an AI platform designed specifically for customer experience. The business saw a significant improvement in value drivers such as broadband cross-selling, additional lines (in mobile), and a reduction in customer churn.
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