XM Discover for Call Center
Many companies use call centers to take care of customer service. Sometimes they even contract different call centers at the same time. Transparency is lost through these outsourced services: What are the reasons why customers call? Are there more than one call reasons co-occurring? What are they? Is there a way to dig into the details? XM Discover for Call Center gives the answers.
Our Offering: XM Discover for Call Center
In case there is a call classification in a call center, it is usually done manually and based on the subjective opinion of the call center agent. It is hardly possible to obtain reliable KPIs for the calls. With XM Discover for Call Centers, we help to set up an automatic call evaluation based on facts and defined criteria: We import the recorded audios (calls), respective text transcriptions and company’s related operational data into Qualtrics XM Discover, implement best practice categorization with sentiment analysis using the embedded Natural Language Processing Logic and present the results in dashboards.
Qualtrics XM Discover adapted to your needs
To best implement XM Discover for you, we start with a joint kick-off and scoping workshop. Together, we define a “this is what the solution could look like” design. Then we move on to implementation. On the way there:
- Alignment calls to clarify status, next steps and changes
- Import of recorded audios (calls), respective text transcriptions and company’s related operational data into Qualtrics XM Discover
- Customization of Categorization Model(s)
- Sentiment fine-tuning
- Custom dashboard pages to present results according to stakeholders’ needs
- Project-related XM consulting and support
- Training and enablement for customer’s project team and dashboard consumers
Get full call reasons transparency
Benefit from automatic ongoing call analysis and structured results displayed in a custom dashboard within XM Discover. This way you monitor your main KPIs around customer calls. Identify most relevant and required training opportunities for different call agents or agent groups as well as process optimization and most impactful investment possibilities. Uncover cost savings opportunities, drive changes and make decisions based on structured customer feedback assessment.
