Contact Centre Analytics for Hong Kong's Largest Energy Supplier
Fano Labs empowers Hong Kong's one of the largest energy supplier in communications surveillance - analysing the quality of customer services and interactions in their contact centres.
Background
One of the leading cause for customer churn in businesses is poor customer service experiences, for instance, long wait times, ineffective self-service options, incompetent service agents and unresolved issues all contribute to customer dissatisfaction.
How We Helped
Callinter empowers contact centres to improve on service quality and operation efficiency in various ways:
• First Call Resolution (FCR): identify how likely the calls are resolved in the first attempt and provide a general view on how to reduce recurring calls.
• Root Cause Analysis (RCA): better understand the root cause of the calls so that the contact centre can know what and how to improve their service.
• Long Calls Analysis and Average Handling Time (AHT): analyse the reasons for long calls can effectively reduce AHT and transfer rate of the calls.
• Agent Performance Assessment: analyse and generate ratings and reports on agents’ performance.
