root cause analysis
Discover In-Depth Insights through Root Cause Analysis
Enhance your comprehension of customer concerns with our advanced Root Cause Analysis approach. By utilizing rubrics containing conditional checkbox response options, you can swiftly identify the underlying issues causing dissatisfaction, such as unempathetic tone or unsatisfactory policies.
The Root-Cause Analysis Workflow:
Our Root Cause Analysis (RCA) process is designed to streamline issue resolution and improve overall performance. Here's how it works:
1
Set Up a Smart Scorecard
Begin by configuring a comprehensive scorecard, complete with non-scoring questions. This scorecard acts as the foundation for your RCA process.
2
Automated Filtering
Employ targeted filters, such as pulling customer conversations with low CSAT scores, to automatically sort and categorize support tickets based on specific criteria.
3
Grading Non-Scoring Aspects
Our customizable scorecards allow you to grade tickets based on non-scoring attributes. This ensures that crucial business aspects are evaluated objectively without affecting agent performance scores.
4
Detailed Reporting
Review the results within our reporting system, which is tailored to highlight non-scoring insights like product, process, and policy as well as team training opportunities related to agent performance. This approach offers a clear view of your support landscape.
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Most Common Root Cause Analysis (RCA) Use Cases:
Insights Derived from Our Discussions with CX Leaders
Negative CES Analysis
Insight into Customer Effort
CES gauges how much effort customers experience after their support interactions. A consistently low CES hints at increased effort and the risk of churn.
Analyze top factors contributing to negative CES.
Address areas in the customer journey with high friction.
Enhance customer retention by making targeted improvements based on CES feedback.
AHT & Time in Motion
Enhancing interaction efficiency
AHT represents the average duration of support interactions. Effective AHT combines both efficient handling and quality outcomes.
Identify specific areas with prolonged AHT and seek improvement.
Streamline agent workflows to optimize AHT without compromising service quality.
Adjust AHT benchmarks based on the nature of channels like Chat, Email, and Phone.
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DSAT Deciphered
Addressing customer dissatisfaction
DSAT underscores areas of customer discontent after support interactions, shedding light on potential improvements.
Utilize root-cause analysis to understand DSAT feedback in depth.
Differentiate between challenges, be it agent performance or specific processes, affecting DSAT scores.
Elevate agent training programs to better respond to areas indicated by DSAT insights.
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High Touch Tickets Analysis
Navigating extensive customer interactions
First Call Resolution (FCR) is an indicator of how often issues are resolved on the first interaction. High FCR suggests operational efficiency and customer satisfaction.
Review high-touch tickets, especially those with over 20 interactions, to unearth underlying challenges.
Adapt support workflows to enhance FCR and reduce the need for multiple ticket touches.
Fine-tune agent training and resources based on feedback from high-touch interactions.
Driving Business Impact with Targeted QA
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“It’s often about identifying and fixing issues that are deemed business critical. Even if there isn’t a problem, there are always ways we can enhance our performance.”
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