Tracxion drives huge cost savings for a large UK Telco
In a sector where churn is expensive to put right, they wanted to address customer retention but lacked the granular data, technology capabilities and engaged staff to do so.
To improve satisfaction, they needed their agents to see the whole customer journey in more detail, to identify good vs bad conversations and the impact people, processes and technology were having on their customers’ experience
They wanted to be able to do this as the customer was on that journey, not after the chance was gone.
A range of disparate legacy systems, scattered across different silos, made the task of bringing relevant data together slow, costly and unwieldy. And ultimately this telco was concerned that these inefficiencies were leading to increased customer effort and decreased customer satisfaction. But without help, they couldn’t identify the biggest threats or the commonest causes for dissatisfaction.
QPC implemented Tracxion which worked in real time to discover then connect together the hidden interaction data for every customer and every interaction. This was done across the contact centre’s entire ecosystem and allowed the agent population to affect change as it was happening.
And because Tracxion is technology agnostic, it was able to leverage valuable customer interaction data that would otherwise be lost in incompatible siloed systems, unleashing the data and putting it to use immediately.
The insights available from Tracxion go beyond the scope of addressing a single operational issue, such as PCA. They allow for interventions at scale and at speed on broader issues such as why a customer is calling, and what causes particular types of calls to vary
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