Post-Call Analytics for Consistent Support

Objective

Ensure consistent and high-quality customer support across all communication channels by analyzing agent performance and customer satisfaction by providing actionable feedback.

Solution

Implement Lingo Forge for post-call analytics to audit 100% of agent conversations across chat, email, and voice calls. The system evaluates performance metrics such as response times, accuracy, and protocol adherence. Agents receive automated AI-driven feedback and CSAT scores to identify areas for improvement

Benefits

Enhanced CSAT Scores: Continuous auditing and feedback improve the quality of customer interactions, leading to higher satisfaction.
Reduced Booking Errors: Analysis and feedback minimize errors in booking processes, ensuring accurate reservations.
Improve Compliance: Lingo helps to ensure that agents adhere to company protocols and regulatory requirements, reducing the risk of non-compliance.
Tailored Agent Training: Insights from post-call analytics can be used to customize training programs, focusing on specific areas where agents need improvement, leading to faster skill development.