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How the Analysis of Agents Helped O2 Slovakia
To improve overall customer satisfaction via systematic, operational work with call centre agents.
Requested feedback via SMS/email fully automated with API integration.
Standard agent feedback followed by CSAT.
Variation analysis on agents.
Every team has a supervisor with access to customer feedback on their agents. Measuring CSAT after each interaction helps fine tune processes and identify team members that need to improve.
Worst agents (25%)
Satisfaction difference 16%
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