Service
The Behavioral Analytics™ Service from eLoyalty enables companies to improve customer service by analyzing key attributes of customer service calls, such as call type; efficiency; first call resolution and customer attitude. The Service analyzes these attributes for millions of customer interactions to find previously unknown patterns and to identify unique examples of these patterns. The Behavioral Analytics™ Service answers key customer service questions:
- What is the variability of CSR performance?
- Which customers are “at risk” of churning?
- Which products/services cause the most customer dissatisfaction?
- What calls should have been handled by the IVR or web?
Using this actionable insight, combined with our Business Monitoring Service, our clients achieve tangible business results:
- Reduced costs
- Improved customer retention
- Improved IVR and web effectiveness
- Streamlined business processes