Download VOC case study_v2

POINT OF VIEW
How Electricity
Utilities Can Enhance
their CSAT Scores
With Brillio’s Voice of
Customer Platform
The Problem
The Solution
To understand customer demands and
feedback, utilities conduct regular customer
satisfaction surveys using IVR technology.
Utilities can gain understanding of any
downward trends in CSAT scores through the
surveys and would then seek detailed insights
to understand the root cause of the problem
and evaluate agent performance.
Brillio can work with utilities to address the
following key issues:
Brillio’s voice of customer platform can help
utilities answer these questions with deep
down insights on sentiments by following
the below mentioned approach:
Data from call transcripts, social media and
CRM, surveys/feedback and agent database can
be mined and deciphered. Brillio can then apply
Voice of Customer program and create
advanced analytical models to conduct topic
mining, sentiment analysis and latent semantic
analysis.
Identify the sentiments of customers across
all platforms
Identify the problem and get to the root cause
Get a lowdown on agent performance
The task can be met by obtaining clear and
accurate data across platforms:
Inbound calls can be categorized as good
and bad with the ‘sentiment word cloud’
dashboard to identify frequently used
keywords/phrases.
“Sentiment analysis” can be performed to
arrive at possible co-relations of sentiments
with customer demography, call category,
agent profile etc and categorize them into
relevant buckets
The sentiment mining results could then be
leveraged to shed light on the root causes
affecting CSAT scores.
Agent performance can be evaluated by
analyzing key customer service performance
metrics such as AHT, FCR, Acceptance
rates etc.
Dashboards
Sentiment word cloud
Agent performance
Perceived Business Benefits
The benefits to the client by leveraging Brillio’s VOC:
Improved FCR and CSAT scores resulting in
better business processes
Enhanced agent performance
Brillio, a global business solutions and technology
company, helps enterprises in creating digital experiences
for their customers using digital technologies. Head
quartered in Silicon Valley and with operations in US, India
and Europe, Brillio’s mission is to help its customers
compete better by discovering customer-facing and
operational insights powered by big data analytics.
Brillio partners with Fortune 500 companies in key sectors
including Utilities, BFSI, Retail & CPG in the areas of big
data, digital experience, security, cloud, mobility, and
analytics. With the acquisition of Marketelligent and
strategic investments in Albeado and Arundo, Brillio is fully
equipped to co-innovate with its customers and achieve
digital transformation.
Increased market intelligence
Increased program enrollment and enhanced
cross sell opportunities
Reach out to [email protected]
for more information