Call Center Monitoring
While call center satisfaction scores from club members were average, this client was trying to improve them across shifts.
As you can see from their ontology subjects, they tried to breakout every possible negative issue to isolate and fix them. However, we discovered that the “Positive – Individual Kudos” comments were the #1 Subject, beating the #2 Subject “Positive – General Satisfaction” comments by 2 to 1. So rather than focus on the negative issues, they chose to exploit the positive ones.
The client gave their agents with the highest scores, the flexibility to create “custom” vacation packages based on the member feedback and club inventory levels. Not only did this eliminate additional telephone calls to close a sale with the members but the agents increased the sales of incremental inventory by over 15%.