Customer satisfaction is a top priority and key differentiator for many customer-facing companies. Customers are more social and knowledgeable than ever before, and no company can afford to let their customer service systems lag behind those of their competition.
This widespread shift to customer-centric service has directly impacted T-Mobile, a leading wireless carrier already renowned for its excellent customer service. T-Mobile has long striven to provide an optimal customer experience, long before it became the buzzword it is today. Faced with greater competition, T-Mobiles response has been to differentiate by further enhancing experiences across the customer journey. This includes customer touch points like the contact center
73% of consumers surveyed list valuing their time as the most important thing a company can do to provide them with good service.
To maintain its competitive edge and respect its customer's needs, T-Mobile recognized that it needed improved visibility into its contact center.
Aceyus Transfer Analysis quickly highlights any routing anomaly or agent error that could tarnish customer interactions with the contact center and ultimately impact brand loyalty
Seemingly small mistakes like routing errors can have a drastic impact on the customer journey. They require quick resolution, but identifying these errors can sometimes feel like looking for a needle in a haystack. Aceyus Transfer Analysis quickly highlights any routing anomaly or agent error that could tarnish customer interactions with the contact center and ultimately impact brand loyalty. Even relatively small operational enhancements will improve resolution times, call waiting times, and other performance metrics.
One such example was a faulty IVR prompt that mistakenly rerouted T-Mobiles Spanish-speaking consumers back to the English language queue. This issue was extremely frustrating for callers and was impacting T-Mobiles bottom line. Contact center administrators didn't have to spend precious time untangling customer records to find the root cause of the issue. Instead, Aceyus Transfer Analysis provided actionable intelligence as soon as the reports were activated the problem was identified right away. Administrators made the necessary changes and watched as the number of transferred calls took a dramatic drop
T-Mobile found that Aceyus reporting and analytics products yielded fast, actionable intelligence that allowed it to improve its customer journey right away