Automation of call tagging saves Norlys €160,000 annually

What can you automate using Capturi?

When working with our customers on automation, we typically focus on one or more of the following use cases:

• Call reasons

• Quality assurance (some refer to this as brand assurance)

• Coaching and onboarding

These three use cases generally make it easier to standardize customer service and reduce some of the repetitive and tedious manual tasks.

In this case, we focus on automating call reasons‍, which frees up valuable time for agents to handle more customer conversations within the same amount of time.

What is call tagging and why is it important?

Call tagging should be an essential part of every contact center’s workflow because it provides a clear indication of why customers are calling. In addition, if there is a spike of calls within a specific topic, the team can quickly take action.

The term itself refers to the process where agents categorize customer inquiries. To ease the process, many companies create lists of frequently mentioned topics that agents can choose from.

However, this list can be long, one inquiry sometimes contains overlapping issues, and it can be challenging to remember everything said during a conversation. This means that manual call tagging can prove to be an inefficient, time-consuming, and contain errors.

Manual call tagging typically takes 15 to 45 seconds per call. In addition, our analysis shows that agents miscategorize about 30% of their calls, which results in inaccurate data sets.

Therefore, automating call tagging can lead to time savings and at the same time reduce the likelihood of errors.

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What are the benefits of automating your call reasons?

There is a great benefit in automating call reasons. It frees up time, reduces errors, and cannot negatively impact customer inquiries.

Free up time for your agents to handle more calls
When employees manually tag call reasons, it takes them 15-45 seconds per call – and for some organizations, the registration can take several minutes.

This means that companies with more than 200 employees can save between €53,333 and €160,000 annually by replacing manual call tags with an automatic overview that is continuously updated.

Reduce errors across departments
In addition to being time-consuming, manual registration also affects the overall data quality. There is a general tendency for employees to make errors in up to 30% of all manual registrations.

Also, Capturi automatically notifies your department when we experience particularly high activity within a specific topic. This way, you can quickly take action and resolve any errors before they build up. You also get access to an overview of how call reasons have evolved historically by comparing with data from previous months.

Reduce the bad experiences
When automating, it’s crucial to ensure it doesn’t compromise the quality of call handling. Call tagging is an effective way to automate, collect valuable data, and free up agents’ time to handle more inquiries.

This data can be used to proactively improve self-service options, communication, or systems based on feedback. For agents, the additional time results in less rushed calls, which improves the experience for both customers and agents.

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How Norlys used conversation analysis to automate their call reasons

Danish energy company, Norlys launched an automation of their call reasons to ensure continuous insight into their customer inquiries. As a result, they freed up valuable resources and achieved annual savings of approx. €160,000 annually.

During January 2023, Norlys' departments used conversation analysis to find that ...

• the most important topic at Stofa Privat is getting started as a new customer. Questions related to this topic take up about 40% of their conversations
  
  

• product related questions take up about 20% of all conversations in Norlys

Each department can use the trackers to learn why customers have questions about bills, internet, or technician visits.

They can use the data to make improvements within their own department or share insights with other teams to continuously update self-service pages or enhance the platform’s user experience.