Identification of key reasons for calling contact centre and
drivers of low first call resolution based on agent notes
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Identification of key reasons for calling contact Centre and drivers of low first call resolution based on agent notes

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The Client is a large provider of group insurance especially in the US. Hundreds of queries regarding claims and other related service are made by customers at the company’s contact Centre every day. The objective of the project was to analyze the huge volume unstructured texts in contact centre agent comment to assess the key drivers of service call volume and other related aspects

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Identification of key reasons for calling contact Centre and drivers of low first call resolution based on agent notes

  1. 1. Identification of key reasons for calling contact centre and drivers of low first call resolution based on agent notes 1212 • Agent notes are textual, and contains many spelling issues. Publicly available lexicons & dictionaries are used to enable this • The history of conversations were broken into single discussions to allow separate analysis • Semantics based text mining methods are used to segment discussions into various topics which allowed to identify various reasons for calls. • Analysis of service instances needing multiple calls provided insights on key bottlenecks in the claim management process. • Analysis of time taken to resolve various issues helped to set right expectations with customers • Insights obtained from the exercise helped the insurance company identify key bottlenecks in the process and conceptualize measures to significantly decrease the service instances as well as improve customer satisfaction. Data Sources Approach Outcome Internal unstructured query logs from call centre Agents The Client is a large provider of group insurance especially in the US. Hundreds of queries regarding claims and other related service are made by customers at the company’s contact centre every day. The objective of the project was to analyse the huge volume unstructured texts in contact centre agent comment to assess the key drivers of service call volume and other related aspects . Objective Report: Summary Statistics Data Structuring Identify Key topics Analyze drivers of delay Report: Identify Problems and trends

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