National Telecom Puts Verint Open Platform to Work to Reduce Talk Time and Improve Customer Satisfaction While Supporting Self-Service Channel Shift

Benefits

Putting the Verint Da Vinci AI-powered Verint Speech Analytics to work, National Telecom is revealing trends and insights to formulate strategies and processes for newfound levels of operational efficiency, agent support, and CX improvements.

Verint Speech Analytics has helped the organization exponentially reduce administrative overhead and minimize the timeframe to gain vital insights. Previously, generating insights from manual call listening/studies required at least one week’s time. Today, these insights are generated and delivered within 24 hours. As a result, the resource utilization of National Telecom’s analytics team has improved by 30 percent.

Using Verint Speech Analytics, National Telecom discovered that the root cause of calls with the longest average talk time (ATT) stemmed from service problems such as internet connection issues. Following changes to improve the troubleshooting process and arm agents with additional tools and knowledge articles, the company saw an 18 percent reduction in ATT.

In support of its channel shift strategy, National Telecom has increased its customer self-service rate. When it first began leveraging Verint Speech Analytics to conduct call studies, it found that only six percent of agents were proactively communicating self-service channels to customers. Since then, with an improved focus on agent adherence to scripting, there has been a 14 percent increase in agents proactively advising customers of their self-service options.

Finally, Verint Speech Analytics helped National Telecom identify the root cause of customer dissatisfaction. Armed with this actionable insight, the company increased its overall CSAT score by 3%.