Apurv Jain

Analysis of call centre data ❖ Uncovering the Root Causes of Customer Calls: ❖ Unlocking Solutions for Reducing Volume and Enhancing Call Handling Efficiency By Apurv Jain . Introduction . ● In today's customer service landscape, uncovering the root causes of customer calls is critical for reducing call volume and enhancing call handling efficiency ● By identifying and addressing the underlying issues that prompt customers to reach out, companies can streamline their operations and provide a better overall experience. ● In this article, we will explore practical solutions for unlocking the secrets behind customer calls and improving call management in a cost-effective way. Agenda Main points of Presentation ● ● ● Data Collection and Analysis Understanding causes of calls Reducing call volumes and enhancing call handling Data Collection and Analysis The data is being captured by the transcripts of the call. ★ ★ ★ ★ ★ ★ ★ ★ ★ •Customer_id - Unique Id of the customer •Source – Source of Communication •Customer Profile - Profile of the customer, ie. heir employment type •Age Group – Age Group of the customer •Gender – Gender of the customer •Purpose - purpose the customer made a call to the customer center •Product Type - In which product is the customer interested or facing an issue •Comments - Comments written down by the customer support executive after speaking to the customer •Outcome - How did the call end Identifying common reasons for customer calls ● The Graph shows that the internet surfing issues is the biggest reason why the customers call Analyzing pattern ● A pattern can be observed that the customers between 26-30 having the internet surfing issues is the segment making greatest number of calls ● The trend shows that customers while surfing internet on the notebook face maximum issues and ultimately end up calling Analyzing the patterns in customer behaviour The figures help us to analyze that the salaried people in the age group of 26 -30, when surfing internet on the notebook face many issues are and the highest callers This leads us to ponder over the issue that the internet surfing using the notebook has some issues and has to taken care of. Understanding trend in comments written by the customer support executive Top Bigrams: ('customer', 'enquired'): 21408 ('diwali', 'offer'): 13516 ('assisted', 'accordingly'): 11331 Top Trigrams: ('assisted', 'accordingly', 'customer'): 6646 ('customer', 'want', 'purchase'): 3613 ('enquired', 'diwali', 'offer'): 3488 When analysing the comments, it is evident that customers mainly called to enquire about different issues and offers, especially diwali offers as given by the company, as evident from the figure above. The same is evident by the most frequent Bigrams (a pair of consecutive written words)and Trigrams (a group of three consecutive written words)in the text. Topic Modelling Applying topic modelling to identify topics or themes within a large collection of comments helps us discover hidden themes and trends that gives us the result that the top 3 topics have enquiry, offer, diwali , assisted as the most prominent keywords which strengthens our previous analysis Ways to Reduce Call Volume Offering proactive communication, through email or SMS, can provide timely information and reduce the need for customers to call. Streamlining processes and providing clear instructions can further decrease call volume, improving overall call handling efficiency. Using social media such as Facebook, YouTube to show advertisement mentioning about all the different offers and promos that the company is running. By offering user-friendly FAQs, knowledge bases, and chat-bots, customers can find answers to common queries independently, eliminating the need for a phone call. Ask the technical team to work on the models and improve their working so customers could get lesser issues while working on them Ways to improve call handling efficiency Training customer service representative is very important to reduce call volumes and increase call handling efficiency Training ensures that representatives stay updated with the latest information, enabling them to provide accurate and timely solutions to customers. To further enhance call handling efficiency, it is essential to uncover the root causes of customer calls. Analyzing call data and conducting customer surveys can provide insights into common issues and pain points. Using tech enabled system can further increase call handling efficiency, automated IVR and chatbot systems can help users to find solutions by themselves This approach not only saves time and resources but also empowers customers to find solutions on their own terms, leading to higher satisfaction levels. Conclusion By addressing the root causes of customer calls, we can significantly reduce call volume and enhance call handling efficiency. Implementing technology solutions like IVR systems, chatbots, and knowledge management systems can automate self-service options and provide representatives with real-time customer information. These strategies enable faster issue resolution and improve the overall customer experience.