Contact
Challenge
"For customers, the delivery of a consignment of goods is often associated with a high degree of emotionality," explains Katrin Gertig, Head of Department Callcenter & Customer Service, Hermes Germany. "Shipments can be gifts, important spare parts, the urgently needed new coffee machine. Punctuality and intact shipments have a high impact on customer satisfaction!" In order to achieve this, it is important to correctly understand the customer's concerns and the emotionality associated with them. Hermes also offers various communication channels. "Harmonising these and always acting consistently in terms of content/technicality is a sporting challenge," Katrin Gertig knows. Checking the quality manually, however, is time-consuming and costly to the maximum. Therefore, only an automated, AI-based speech analysis came into question. And since Hermes not only operates its own contact centre, but also works with six service providers, some of which are outside Europe, Hermes needs quality assurance across all locations. Because especially in voice communication, misunderstandings can easily occur, for example, due to regional peculiarities.
Challenge
"For customers, the delivery of a consignment of goods is often associated with a high degree of emotionality," explains Katrin Gertig, Head of Department Callcenter & Customer Service, Hermes Germany. "Shipments can be gifts, important spare parts, the urgently needed new coffee machine. Punctuality and intact shipments have a high impact on customer satisfaction!" In order to achieve this, it is important to correctly understand the customer's concerns and the emotionality associated with them. Hermes also offers various communication channels. "Harmonising these and always acting consistently in terms of content/technicality is a sporting challenge," Katrin Gertig knows. Checking the quality manually, however, is time-consuming and costly to the maximum. Therefore, only an automated, AI-based speech analysis came into question. And since Hermes not only operates its own contact centre, but also works with six service providers, some of which are outside Europe, Hermes needs quality assurance across all locations. Because especially in voice communication, misunderstandings can easily occur, for example, due to regional peculiarities.
Solution
VIER AI-based solutions, which are used together with its partner Deutsche Telekom, support Hermes in automated quality assurance. "Through the automated quality check of voice communication, call quality becomes an emotional differentiation factor," explains Katrin Gertig. "VIER Interaction Analytics supports our uniform quality management. Factors critical to success in customer dialogue are systematically identified, integrated into training and coaching!" In 2022, Hermes will also launch a comprehensive quality initiative at all levels. VIER Interaction Analytics will be used for this purpose to
- checking the speech quality and communication skills of employees,
- checking the success of coaches and trainers, and
- process and communication fidelity in terms of defined procedures and wordings.
Hermes will also introduce a uniform, cross-channel customer feedback system with the customer survey tool "VIER Voice of the Customer".
Solution
VIER AI-based solutions, which are used together with its partner Deutsche Telekom, support Hermes in automated quality assurance. "Through the automated quality check of voice communication, call quality becomes an emotional differentiation factor," explains Katrin Gertig. "VIER Interaction Analytics supports our uniform quality management. Factors critical to success in customer dialogue are systematically identified, integrated into training and coaching!" In 2022, Hermes will also launch a comprehensive quality initiative at all levels. VIER Interaction Analytics will be used for this purpose to
- checking the speech quality and communication skills of employees,
- checking the success of coaches and trainers, and
- process and communication fidelity in terms of defined procedures and wordings.
Hermes will also introduce a uniform, cross-channel customer feedback system with the customer survey tool "VIER Voice of the Customer".
Facts & Figures
Over 7.9 million contacts are handled via the communication channels:
- Live Chat
- Chatbot
- Voicebot
- Call
Facts & Figures
Over 7.9 million contacts are handled via the communication channels:
- Live Chat
- Chatbot
- Voicebot
- Call
Added value
VIER Interaction Analytics offers measurable benefits for the entire customer experience:
- Faster achievement of goals for customers and employees
- Increase in resolution rates
- Reduction in AHT
- Better communicative understanding of each other
- Targeted measures in training and coaching
Added value
VIER Interaction Analytics offers measurable benefits for the entire customer experience:
- Faster achievement of goals for customers and employees
- Increase in resolution rates
- Reduction in AHT
- Better communicative understanding of each other
- Targeted measures in training and coaching
About Hermes Germany
Hermes, the international trade and logistics service provider headquartered in Hamburg, is a leading specialist for trade-related services and a partner to numerous distance sellers, multi-channel retailers and online retailers in Germany and abroad. Its declared goal is: full commitment and all our experience for the success of our customers! Hermes was founded in 1972 as "Hermes Paket-Schnelldienst". Today Hermes is part of the Otto Group and employs more than 15,500 people. Under the sign of the messenger of the gods, the logistics provider's range of services includes transport, including imports and exports, fulfilment and parcel services.
About Hermes Germany
Hermes, the international trade and logistics service provider headquartered in Hamburg, is a leading specialist for trade-related services and a partner to numerous distance sellers, multi-channel retailers and online retailers in Germany and abroad. Its declared goal is: full commitment and all our experience for the success of our customers! Hermes was founded in 1972 as "Hermes Paket-Schnelldienst". Today Hermes is part of the Otto Group and employs more than 15,500 people. Under the sign of the messenger of the gods, the logistics provider's range of services includes transport, including imports and exports, fulfilment and parcel services.
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