Critically listening to a sample of randomly selected calls can provide great insights, especially since we are not biased by your call center’s call categorization schemes.
Enable us to hear 10-15 hours of randomly selected calls
We will listen and profile the calls using RootCalls Analytics
Within a week or two you will receive a RootCalls Report, containing:
- A profile of types of calls and causes of calls
- Quantity, quality, and time per call
- A profile of what goes on during a call
- A prioritized listing of opportunities & actions
- An estimate of impact on staffing
RootCalls Profile
After developing the RootCalls Profile, we may wish to test a hypothesis on a larger sample of calls. We can do this by scanning hundreds or thousands of calls using voice recognition
RootCalls Voice Recognition Analytics
We depict all the possible flows of work, encompassing the customer, front line, backroom and systems. We identify process flaws and opportunities, and quantify the flows of work
RootCalls Activity Mapping
Here we extract a sample of customer records from the tracking system(s) and review the history of all contacts for that sample of customers. Such a sample will help corroborate the likely solutions identified by the RootCalls Profile.
RootCalls Customer Experience Analytics
We assist in designing, piloting, and assessing the results of new solutions.
RootCalls Solution Consulting