In the competitive online retail sector, delivering exceptional customer experience in collections is pivotal for success.
Many businesses struggle to pinpoint the root causes that hinder their ability to achieve their goals. Genii Analytics partnered with an online retailer to identify and address these challenges. Empowering them to uncover real opportunities within agents’ control, transformed their collections operations. This resulted in improved disposition accuracy, enhanced customer satisfaction, and increased operational efficiency.
Interaction Intelligence played a crucial role in optimising the online retailer’s processes and achieving remarkable success in the competitive market.
The online retailer faced challenges in meeting their KPIs, which puzzled leadership despite following all processes. Disposition data revealed that many customers committed to payment but failed to follow through, leading to missed revenue targets. This frustration was particularly acute in the high-pressure environment of the call centre.
We focused on collections data from their WhatsApp channels. 43% of the time when a customer committed to pay but did not, it was due to the behaviour of the call centre agent. This highlighted shortcomings in call centre supervisors and team leaders fulfilling their responsibilities.
Further analysis uncovered that agents struggled with active customer engagement. 59% of cases showed issues like a lack of empathy, failure to respond to customer queries, and agents forcefully disconnecting interactions. We also identified gaps in process adherence, tone, and politeness.
To address these issues, we created personalised improvement roadmaps for each agent. Targeting areas such as building rapport, distinguishing between empathy and sympathy, and enhancing product/system knowledge.
In the first month, the online retailer saw a 19% improvement in PTPs and an 11% increase in successful payments.
These double-digit improvements in the first month, leveraging Interaction Intelligence, demonstrated promising growth potential.
This underscores how focusing on real agent-controllable opportunities enables businesses to optimise processes, enhance customer satisfaction, and drive growth effectively.
