utility / retail
O2 Slovakia
Long-term CX improvement from agent variation analysis.
Call centre agents
80+
Duration
11/2017 →
Goal
Improve the overall satisfaction via systematic, operational work with call centre agents.
Methodology
Requested feedback via SMS / Email fully automated with API integration.
Standard agent feedback followed by CSAT.
Variation analysis on agents.
Solution used
Staffino Standard Feedback
Staffino CSAT
Results
Every team has a supervisor with access to feedback on their agents. Measuring CSAT after each interaction helps fine tune processes and identify team members that need to improve.
1/2017
77,77%
Positive
12/2018
95,56%
Positive
86,5%
Satisfaction
70,0%
Satisfaction
Best 28 agents (25%)
Satisfaction difference 4% to 7%
Worst 28 agents (25%)
Satisfaction difference 16%
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