Hoesbach/Germany, July 29, 2010 – ASC (
www.asctelecom.com) and Crealog (
www.crealog.com) are joining forces. Prior to the Call Centre Expo Show (
www.callcentre.co.uk) in Birmingham, September 21-22, 2010, both companies will launch a joint quality and customer satisfaction campaign. ASC offers innovative solutions to record, analyze and evaluate multimedia-based communications while CreaLog provides comprehensive expertise in speech analytics. The campaign is designed to increase service quality and customer satisfaction in a measurable way. Early results of this partnership include customer success stories in South Africa, UK and Germany, which have been jointly realized by ASC and CreaLog.
Business Process Optimization
ASC and CreaLog will focus on recording, analysis and evaluation of contact center communications. The content of these communications is analyzed automatically and then used to optimize business processes and to improve the quality of customer interactions.
ASC’s and Crealog’s Speech Analytics Campaign improves agent performance and business processes
The analysis and evaluation of countless communications enabled by speech recognition helps to identify critical business issues, such as:
• Is the contact center agent adhering to company call handling policy?
• Do the agent’s skills match the requirements of certain campaigns?
• Does the contact center meet key performance indicators (KPIs)?
• Does the agent achieve campaign goals?
• Does the customer or agent appear to be nervous, impatient or unhappy?
• Does a call relate to current marketing campaigns?
Leading-edge speech technology from CreaLog enables contact center managers to identify the most interesting, critical and useful interactions among an otherwise unmanageable number of conversations. In this way managers or supervisors can proactively listen to key and important parts of conversations, to verify gaps in agent performance and initiate appropriate training and coaching.
In addition, the content of recorded communications is automatically categorized and evaluated to gain insights into topics, such as:
• Quality of a company’s products and services;
• Success of campaigns to introduce new products and other marketing goals;
• Quality of business processes; and
• Frequently asked questions (FAQs) and other customer issues
• Speech analytics enables an efficient analysis and identification of customer requirements and can be used to optimize business processes, thus creating a cycle of continual increases in customer satisfaction.
Customer Feedback: Score Rating
ASC and CreaLog will also exhibit an automated survey program designed to measure customer satisfaction immediately after a call:
After the conversation between the customer and the agent has ended, the call will be automatically transferred to a customer feedback module, or the customer will be called back. The customer can then rate the information or service level by answering specific questions in an interactive dialogue, either by voice or key press. Oral comments can also be added to questions such as:
• How do you evaluate the friendliness of the agent?
• How do you value the approach / suggested solutions of our service team?
The customer will score the call, for example by using a scale from 1 (very good) to 5 (poor).
Thus, the current status of customer satisfaction can be documented as an automatic real-time statistic, thus enabling root cause analysis.
Statement from Michael Kloos, Managing Director of Crealog
“Basically, every contact center has a need for this type of solution to continuously analyze their agent’s performance in an objective manner. Supervisors are able to carry out assessments more effectively and agents are assessed fairly. Quality becomes measurable and ultimately customers receive a much better service.”
Statement from Guenther Mueller, Chairman & CEO of ASC
“Service quality and efficiency are the driving factors for the success of any contact center. I am convinced that our solutions crucially contribute to increase service quality and reduce cost in enterprises.”
Visit us at the Call Centre Expo (
www.callcentre.co.uk)
On September 21st – 22nd, 2010, NEC, Birmingham
ASC stand B10
