Optimizing Customer Engagement through Speech Analytics

Discover how Bill Gosling Outsourcing partnered with a leading service provider to transform their customer engagement approach using cutting-edge speech analytics. This case study reveals how our solution tackled recurring communication issues, uncovered insights to reduce customer churn, and enhanced service delivery.

Key Highlights

• Enhanced Customer Retention: Identified patterns in cancellations and implemented strategies to retain customers during short calls.
• Improved Service Delivery: Equipped agents with actionable feedback and refresher training, resulting in a decrease in repeat interactions.
• Actionable Insights: Analyzed customer sentiments around sensitive topics to create more personalized responses and better understand customer needs.

Download the Case Study to Learn

• How we used keyword spotting and emotional analysis to uncover key drivers of customer dissatisfaction.
• The approach addresses challenges with repeat interactions and short call handling.
• The measurable results achieved included improved customer retention and service optimization.