Today, customer care frontline agents, referred to as L1 agents here, have no visibility into detailed customer usage information and customers' experiences with different services. This lack of visibility, along with increasing network complexity, results in very low resolution rates for service-quality calls. Many times, basic checks, such as restrictions in Home Location Register (HLR) and problems with data subscriptions, are not checked by L1 agents, leading to avoidable calls to more expensive L2 care agents.
Empowering L1 agents with Expert Analytics
Ericsson Expert Analytics tackles the operational inefficiency of L1 agents by empowering them with relevant service quality information in easy-to-understand language, masking the complex technical analysis beneath.
First, when a customer calls, his MSISDN (identifying a subscription in a GSM or a UMTS mobile network) is captured from IVR (Interactive Voice Response, a technology that allows a computer to interact with humans) and his service records are analyzed. Through advanced analytics, the most likely cause of the call is predicted and displayed on the L1 agent's screen.
Ericsson Expert Analytics provides a map that shows if a similar complaint has been reported by other customers in the same or different areas, allowing the L1 agent to assess the impact of the problem. All other symptoms derived from analysis are also displayed in easy-to-understand text, so customer care agents can check other probable reasons for the call.
Second, an explanation of the cause of the problem is shown to the agent so that the agent's communication with the customer is improved. In addition, the next best action is suggested using analytics from knowledge management. The actions can be as simple as changing device settings or as complex as addressing a problem related to the OTT service provider. In the latter case, even if the problem is not resolved, clear communication with the customer is always helpful, improving customer satisfaction.
Sometimes, a customer might be calling for reasons other than any of the predicted reasons. In such a case, the L1 agent is given an incident timeline, where she can click to learn a description of the incident that would align with the customer's current pain point.
Significantly improved first call resolutions
By providing guided problem descriptions and prescriptive actions, first-call resolution rates of L1 agents for complaints related to service quality are significantly improved. This reduces the transfer of avoidable tickets to L2 agents, thus savings OPEX at L2 and further down at the service operations center. It also improves customer care touchpoint satisfaction, thus improving brand loyalty. Our customer care applications are tightly integrated with our service operations applications to provide end-to-end insights that are actionable. However, customer care applications can also be deployed independently and easily integrated into the existing operational tools of the service provider.
Ericsson Expert Analytics also offers an L2 customer care application that provides additional technical capabilities for advanced troubleshooting of complaints escalated from L1 agents.
View this video from leading service provider EE, part of the BT Group, which has chosen Ericsson Expert Analytics to improve their customers' experiences:
Learn more about Ericsson Expert Analytics.
Want to try it out? Take the position of the L1 customer care agent, empowered by Ericsson Expert Analytics