National Telecom Puts Verint Open Platform to Work to Reduce Talk Time and Improve Customer Satisfaction While Supporting Self-Service Channel Shift

National Telecom Public Company Limited is a state-enterprise, leading in digital and telecommunication services in Thailand.

The results

  • 18%

    Reduced average talk time by 18%

  • 14%

    Achieved a 14% increase in agents proactively promoting self-service in support of channel shift initiatives

  • 3%

    Improved overall customer satisfaction scores by 3%

national telecom logo
woman using a smartphone on a sidewalk
Team of business people working in a call center on the phone.

Benefits

Putting the Verint Da Vinci AI-powered Verint Speech Analytics to work, National Telecom is revealing trends and insights to formulate strategies and processes for newfound levels of operational efficiency, agent support, and CX improvements.

Verint Speech Analytics has helped the organization exponentially reduce administrative overhead and minimize the timeframe to gain vital insights. Previously, generating insights from manual call listening/studies required at least one week’s time. Today, these insights are generated and delivered within 24 hours. As a result, the resource utilization of National Telecom’s analytics team has improved by 30 percent.

Using Verint Speech Analytics, National Telecom discovered that the root cause of calls with the longest average talk time (ATT) stemmed from service problems such as internet connection issues. Following changes to improve the troubleshooting process and arm agents with additional tools and knowledge articles, the company saw an 18 percent reduction in ATT.

In support of its channel shift strategy, National Telecom has increased its customer self-service rate. When it first began leveraging Verint Speech Analytics to conduct call studies, it found that only six percent of agents were proactively communicating self-service channels to customers. Since then, with an improved focus on agent adherence to scripting, there has been a 14 percent increase in agents proactively advising customers of their self-service options.

Finally, Verint Speech Analytics helped National Telecom identify the root cause of customer dissatisfaction. Armed with this actionable insight, the company increased its overall CSAT score by 3%.

Featured Verint solutions

  • Verint Open Platform

    Leverage an open platform with data and AI at the core to drive CX automation.
  • Speech Analytics

    Verint is proud to offer the most-used and highest-rated speech analytics software on the market. Learn how to get more insights out of every interaction.
  • Verint Da Vinci AI-Powered Bots

    Verint Da Vinci AI-Powered Bots maximize impact by injecting AI directly into business workflows, putting AI at agents’ fingertips. Our open approach to AI future proofs your investment as technology rapidly evolves.

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