SPEECH ANALYTICS FOR ONLINE MARKETPLACE
Recognition and analysis of recorded dialogues, identification of call topics, identification of points of growth of operators work
Client and problem
The marketplace with a large remote customer service department (52 people) ordered from Fonemica the implementation of speech analytics solutions to conduct a comprehensive audit of the work and identify possible improvements.
Fonemica specialists studied the customer's activities and identified the possibilities of using speech analytics solutions:
- identifying topics of requests and competent distribution of customer requests,
- determination of the topics of the reasons for customer refusals and the introduction of methods for their processing,
- search and implementation of up-sale opportunities in dialogues from operators.
Products and services offered
The installation and integration of solutions for:
- recognition and analysis of recorded dialogues,
- identifying topics of customer calls,
- determining the number of calls for each topic,
- identifying growth points in the quality of operators' work.
Implementation results and performance growth
Order processing speed