CONTACT CENTER FOR RETAIL COMPANY

Recognition and analysis of telephone and live conversations, semantic analysis of text of conversations, increasing the efficiency of employees

Case description

A large retail company wanted to optimize the work of the sales department and the company's contact center (150 people).

After an initial analysis, the company's management identified the main problems and tasks:

Suggested products solutions

Fonemica specialists offered the following solutions:

Additional tasks

Also, the following tasks were assigned to Phonemica:

- develop an effective assessment system for CC specialists,
- to optimize the costs of training CC specialists.

Solution implementation results and performance growth

Customer satisfaction

by 23%

Increased sales

by 18%

Reducing bounces

by 12%

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