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O2

The analysis of agents helped O2 Slovakia

Long-term CX improvement from agent variation analysis.

CALL CENTRE AGENTS

80+

DURATION

11/2017 →

customer experience strategy

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.

Top 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.

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

Worst agents (25%)
Satisfaction difference 16%

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