For call center Experiments and Predictive Content, we can help you make a positive impression on customers by using the right language to address their needs. Many of our customers seek to make call center experiences more efficient while still maintaining their brand voice. Like IVR, we can strive for high first-time resolution and reduced call center volumes by optimizing your scripts.
Learnings from Call Center Experiments and Predictive Content
By running a call center Experiment or Predictive Content, you could learn:
What language revisions can optimize the customer’s first interaction with your call center, such as experimenting with different descriptions in a talk track
Whether or not adding urgency-related emotions (or any other emotions) has a positive impact on customer engagement
If adding a specific CTA (like “please say YES to hear more”) results in an engagement lift.
Commonly Observed KPIs
We often observe KPIs for call center Experiments and Predictive Content such as:
Engagement lift
Increased first-time resolution
Improved customer satisfaction rates
Cost.
Use Case Example
Call centers were a major source of costs for a European telco operator, and they were looking for strategies to reduce costs while maintaining the same level of quality and effectiveness. They used Persado to improve the vocabulary of their Virtual Assistant in the payment flow journey - specifically, the script it used when it received a call from a customer who missed a payment. The winning Variant drove an 8% lift in acceptances, a 13% lift in problem resolution for problems that require human interaction, and a 24% lift in problem resolution with the Virtual Assistant alone. Interestingly, we found that “Please say YES to continue” was one of the most impactful changes.