Customer Call Analysis

About the Project 

We listened recorded customer calls to understand underlying problems they are facing. This uncovered some known and many unknown aspects of customer support and helped us come up with a list of areas of improvement in terms of customer experience. 

Listening to customer calls can be a great way to learn about issues they are facing. It not only helps in understanding the issues customers are facing but also can be used to train customer support. 

My Role

I provided direction to researchers to carry out this research and also helped them analyse findings and come up with tactical and strategic recommendations. 

Findings 

We knew the issues related to irrelevent inquiries but researrch uncovered a list of issues we were not aware before. This clearly gave a direction to the leadership to focus on areas of improvement to improve customer experience. 

Takeaways 

Customer Call Analysis project helped TradeIndia to refocus it's priorities for customer experience. It helped Customer support team to train staff on how to respond to customers as well.