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O2

Long-term CX Improvement From Agent Variation Analysis

How the Analysis of Agents Helped O2 Slovakia

CALL CENTRE AGENTS

80+

DURATION

11/2017 →

customer experience strategy

Goal

To improve overall customer 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.

CX Analyse

Top solution used

icon_standard@2x
Staffino Standard Feedback
icon_csat
Staffino CSAT

Results

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.

O2 sentiment
O2 agents
Best agents (25%)
Satisfaction difference 4% to 7%

Worst agents (25%)
Satisfaction difference 16%

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