Kathrine Rabjerg Hansen
Marketing Manager
Allente
Jan 9, 2025
Customer case: How Allente improved first call resolution
About Allente
Allente is a Nordic TV distributor that provides TV, internet, and streaming services to more than 1.2 million customers in Norway, Denmark, and Sweden.
With a large customer center, it is crucial that they have the tools to provide clear and complete responses. In addition, it is essential that their customers receive the necessary assistance during the first call, as it minimizes the need to call customer service once again.
Why is it important to solve customer inquiries during the first call?
It is a general trend that customers are willing to check self-service or FAQ pages before reaching out to customer service. When you create such pages in an effective way, they can save customers valuable time and the hassle of having to call within specific opening hours. At the same time, it also reduces unnecessary calls to customer service.
So, when customers do call a contact center, they expect their issue to be resolved quickly, without feeling that the agent is in a rush. This is particularly important, since studies show that it can have a negative effect if the agent is too busy to ensure that the customer's issue is resolved before ending the call.
On average, Scandinavian contact centers could potentially increase customer satisfaction by about 10% by proactively confirming that the customer's issue has been resolved and asking if there are any other issues they can assist with.
Allente's approach to customer service
It is crucial for Allente to deliver high-quality customer experiences, no matter which agent answers the phone.
That is why it is important that all agents understand what works, especially since customer expectations for service continue to rise.
To them, it is not enough to have a general sense of how a conversation went, why some employees achieve high customer satisfaction rates, or why some customers call multiple times about the same issue.
They also want data that provides concrete answers.
So, to ensure a data-driven overview, Allente has invested in Conversational AI, which provides them with a clear picture of what customers are calling about and insights into effective initiatives.
In this customer case, we explore how the customer service team has used these insights to gain concrete knowledge about what works and applied this in their coaching.
How Allente used AI to increase customer satisfaction and reduce repeat calls
When Allente's customer service department invested in Capturi, they aimed to improve the customer journey and test various approaches. This way, the team can easily identify which methods work and adopt best practices.
One of their tests focused on how asking customers if their issue was solved or if they had more questions affected customer satisfaction and repeat calls.
To measure the impact, Allente created a First Call Resolution tracker. This tracker monitored how often agents used the phrase “Did we answer all your questions?”, which is also included in the customer satisfaction survey that is sent to each customer after the call.
They measured the impact of these sentences by tracking customer satisfaction scores, repeat calls within seven days, and survey responses on whether issues were resolved.
In calls where agents ensured the issue was resolved, the customer center received 30% fewer repeat calls.
In addition, they experienced a 59% increase in customers giving a satisfaction score of 4-5, when the customer confirmed that their questions were answered.
This approach can be used for other challenges, helping ensure a good customer experience in all conversations.
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