Improve communication
With VIER Interaction Analytics, T.D.M. increases the quality of conversations and creates transparency for clients.
The challenge
Analysis of telephone calls
For T.D.M., the challenge has always been that the spoken word is fleeting and leaves a lot of room for interpretation. This is why the provider clearly opted for the recording and analysis of telephone calls. On the one hand, the implementation of the company motto "Quality in dialog" remains transparent to the client at all times and, on the other hand, this approach facilitates the coaching of employees.
What solution does VIER offer?
T.D.M. + VIER
Quality improvement through conversation analysis
Quality in dialog plays a major role at T.D.M.. VIER makes it easy to understand that important terms or content for the client are mentioned in the conversation and that the company's image is conveyed to customers in personal contact. The relevant passages in the call recording can be found quickly using the full-text search function in VIER Interaction Analytics. And if it should ever become unclear whether the customer really agreed to the purchase contract on the phone, this can be easily traced thanks to VIER Interaction Analytics.
More about the product
VIER Interaction Analytics
Optimize service and sales thanks to our AI-supported speech and text analysis software. Gain valuable insights from analyzing communication with your customers.
About TDM
The company, based in Sarstedt near Hanover, is a contact center service provider. It employs a total of 400 people, over 300 of whom work in the customer contact center. Calls, e-mails and chats are processed here for clients from various sectors. Customer service is based on three pillars: coaching, production and order management. Quality plays an essential role at this medium-sized company. Quality measurement and assurance is carried out using quantitative and qualitative methods. For example, service levels, lost calls and average call times are recorded, as well as personal coaching based on call recordings and automated call analysis using VIER.
The company, based in Sarstedt near Hanover, is a contact center service provider. It employs a total of 400 people, over 300 of whom work in the customer contact center. Calls, e-mails and chats are processed here for clients from various sectors. Customer service is based on three pillars: coaching, production and order management. Quality plays an essential role at this medium-sized company. Quality measurement and assurance is carried out using quantitative and qualitative methods. For example, service levels, lost calls and average call times are recorded, as well as personal coaching based on call recordings and automated call analysis using VIER.
Further customer projects
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