Kathrine Rabjerg Hansen
Marketing Manager
Telmore
Sep 27, 2024
Customer case: How Telmore freed up 400 hours per month
Telmore uses AI to improve customer service by automating routine tasks like call tagging. This helps their team improve the call quality and frees up time to focus on more valuable customer support.
Telmore is a Danish telecom company that offers mobile and internet subscriptions, accessories, mobile phones, and streaming services through Telmore Play. With 80 customer service agents handling a wide range of inquiries daily, it is essential for the team to keep track of what their customers are calling about.
They achieve this overview by tagging their calls into specific topic groups, which helps them understand customer needs, share insights, spot trends, standardize responses, and improve knowledge in specific areas.
Traditionally, the team tagged calls manually. However, with AI offering new ways to enhance customer experiences and streamline operations, Telmore seized the opportunity to handle calls more effectively.
What is call tagging and why is it important in customer service?
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.
How Telmore freed up 400 hours per month by using conversational AI
Telmore has always prioritized creating great customer experiences and maintaining high conversation quality – regardless of which agent handles the call.
So, when the customer service department decided to invest in Conversational AI, it was crucial for them to use the platform to streamline workflows and free up time to focus on creating even better experiences.
With 80 agents handling inquiries every day, the team spent around 400 hours per month tagging their calls into different categories. In addition, some calls may cover overlapping topics, making it difficult for employees to remember all relevant details, which may prolong the tagging process.
By using Capturi's conversational AI platform, Telmore's team now automatically tags each call, which frees up valuable time and capacity at the contact center.
This means that they can now spend time handling more customer calls and reduce pressure in busy call periods. Also, it allows the team to focus on improving call handling, minimizing knowledge gaps, and improving retention. As the company keeps growing and changing, it sets an example for others in the industry by showing how technology can greatly improve customer experience and service.
Want to ease your automation journey?
Customer service is one of the first organizational areas to benefit from the recent AI developments. But it can be difficult to navigate the many opportunities that the rise of AI brings along.
In close collaboration with CX thought leader, speaker, and Forbes contributor, Adrian Swinscoe, we walk you through how you should start your automation journey and why the right approach is crucial for your success.
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