Next Contact Avoidance, Next Call Avoidance, Determine Contact Reason

"Enkata significantly enhances our ability to improve CSAT by quickly identifying customer needs and agent responses."

VP Customer Care,Consumer Services Company

Next Contact Avoidance

Reduce contact volumes by 20 to 30 percent in 12 months.

Cut operating costs by up to 25 percent.

Improve customer satisfaction. Boost customer retention by 3 to 5 percent.

Enkata’s Next Contact Avoidance solution takes the next big step in delivering on the customer satisfaction mandate. Anticipate why customers might contact the business again. And thereby train CSRs on how to anticipate and preempt reasons for future contacts. Enkata customers are leading the industry in identifying contact avoidance opportunities and coaching CSRs on Next Contact Avoidance.

Anticipate why customers might contact the business again with next contact avoidance tools from Enkata.

Next Best Action Reporting. Only Enkata provides next best action analytics to direct supervisor and manager decisions for easier performance management. Enkata points to highest priority CSRs for coaching and training based on any key metric and performance compared to peers. Additionally, this report isolates the specific call types of highest priority for action. Lastly, the report links to key assets such as call recordings specific to the CSR and call type. This one report dramatically improves the effectiveness and efficiency of a coaching process.

Overview
Features
Why Enkata

Enkata’s Next Contact Avoidance solution is a closed loop software system that systematically improves NCA by identifying contact types that routinely result in specific next contact issues.

Only Enkata’s Discover product offers the depth of analytics capabilities to quickly correlate patterns in contact sequences. Contact sequences point directly to patterns by contact types or reasons and identify contact types that commonly lead to next contacts with a specific customer issue.

The solution also supports and extends the effectiveness of existing coaching systems, quality monitoring / call recording systems, and customer survey systems by identifying those agents most and least effective at proactively addressing issues that lead to next contacts.

Analytics features:

BI that tells you the what and the why

Unique root cause analytics that preserve granular data correlations needed to identify root causes for repeat / next contacts

Coaching applications built on an exclusive Next Best Action Framework

Proprietary data modeling and reports

Ability to analyze individual transactions

Contact reason tracking features:

Automatic, accurate tracking of why customers contact you

No need for agent tagging

High granularity of contact types for higher accuracy

Performance management features:

Tools to train and improve the abilities of CSRs to identify possible next contact reasons and address them proactively

Enkata’s exclusive analytics capabilities are the only available means of analyzing 100 percent of contact data and correlating the sequences required to precisely identify patterns that indicate next contact avoidance opportunities.

Enkata’s proprietary NCA algorithms, Workforce Analytics Suite, and Next Best Action Framework can be quickly configured and deployed for customers. The algorithms account for multiple factors that impact the accuracy of NCA and are challenging for any company to create using internal resources. The easily deployed, standardized software improves time-to-results for Enkata customers.

Next Steps

Resources

Customer Experience Analysis

Performance Management

Quality Management

Continuous Improvement

Claims Management

Contact Resolution

Analytics

Performance

The Next Big Step in
Customer Satisfaction