With a high focus on CX and operational KPIs, the client was noticing a large gap in performance between different sites. Transcom was asked to identify the root causes of these gaps, with a specific focus on NPS and First Contact Resolution, and then provide suggested solutions. A 1% reduction in FCR would reduce cost by $3.2M annually.
Despite having a conversational analytic (CA) platform implemented, the client struggled with low usage and couldn’t benefit from the value of the solution. CA reports were shared with operations but lacked the appropriate context and call-to-action to be of value.