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we.dify

The search for the WOW Call

The search for the WOW Call

we.dify is a multichannel service and sales centre and belongs to the A1 Telekom Austria Group. we.dify launched the speech analytics pilot we.listen in summer with VIER Interaction Analytics.

Great successes have already been achieved in autumn. Elke Schaffer, Director Customer Service & Sales, explains: "The language analysis pilot has been running since July and we can already say: We.listen is a complete success! The tool not only has many advantages for the company, such as the targeted improvement of the focus KPIs, but also for the employees."

The search for the WOW Call

we.dify is a multichannel service and sales centre and belongs to the A1 Telekom Austria Group. we.dify launched the speech analytics pilot we.listen in summer with VIER Interaction Analytics. Great successes have already been achieved in autumn. Elke Schaffer, Director Customer Service & Sales, explains: "The language analysis pilot has been running since July and we can already say: We.listen is a complete success! The tool not only has many advantages for the company, such as the targeted improvement of the focus KPIs, but also for the employees."

we.listen already achieves good results

Staff members from the pilot team confirm the benefits for themselves in a review meeting and explain: The feedback was great! While there was a lot of scepticism about the tool at the beginning, the employees from the pilot team are now very enthusiastic about it. They recognise the benefits of the tool and know how to use it perfectly for their own development. This was shown in an interactive roundtable in autumn. At the beginning, most of the employees were nervous, uncertain, had doubts and sometimes even felt they were being monitored. This changed completely and in the meantime the feeling is different and the team feels very comfortable with the tool.

Customer enthusiast Eric describes his experience in the pilot as follows: "My first thoughts can best be summarised with the word control. These initial fears were quickly taken by the team handling the tool through open, transparent educational work about its purpose and the overall goal."

we.listen already achieves good results

Staff members from the pilot team confirm the benefits for themselves in a review meeting and explain: The feedback was great! While there was a lot of scepticism about the tool at the beginning, the employees from the pilot team are now very enthusiastic about it. They recognise the benefits of the tool and know how to use it perfectly for their own development. This was shown in an interactive roundtable in autumn. At the beginning, most of the employees were nervous, uncertain, had doubts and sometimes even felt they were being monitored. This changed completely and in the meantime the feeling is different and the team feels very comfortable with the tool. Customer enthusiast Eric describes his experience in the pilot as follows: "My first thoughts can best be summarised with the word control. These initial fears were quickly taken by the team handling the tool through open, transparent educational work about its purpose and the overall goal."

The we.listen Challenge

In addition, the winners of the we.listen Challenge were chosen during the review meeting. All customer enthusiasts from the pilot team were able to send in their very own WOW Call, which was recorded by the call recording tool. So the tool was put to full use right away. A jury consisting of several people from different areas of the company finally evaluated these calls and the following winners emerged:

Congratulations dear Christoph and Djuro for 3rd and 2nd place and congratulations to Nina for the ultimate we.dify WOW Call! Special prizes awaited the winners and especially the winner, which they well deserved.

The we.listen Challenge

In addition, the winners of the we.listen Challenge were chosen during the review meeting. All customer enthusiasts from the pilot team were able to send in their very own WOW Call, which was recorded by the call recording tool. So the tool was put to full use right away. A jury consisting of several people from different areas of the company finally evaluated these calls and the following winners emerged: Congratulations dear Christoph and Djuro for 3rd and 2nd place and congratulations to Nina for the ultimate we.dify WOW Call! Special prizes awaited the winners and especially the winner, which they well deserved.
"Nina was able to completely convince the customer in this call with her helpfulness, friendliness, empathy and professional competence. In the course of the conversation, the customer's actual 'problem' turned out to be a misunderstanding and a humorous, pleasant conversation developed. She managed to make the customer laugh and he left the conversation not only with a solution to his concern but also with a good feeling. With her warmth, she created a unique moment for the customer, for the company, but also for herself, and that's what matters. A real WOW Call that will remain in the customer's memory for a long time." This is how our CEO Elke Schaffer described the winning call on Wednesday. we.dify is well on its way to really taking off with the speech analysis tool and thus setting a benchmark in the area of service and artificial intelligence. And anyone who knows Elke Schaffer knows that there is no need to wait long for results here. The pilot team has made the start and contributed a lot to the development of we.listen in the we.dify. Elke Schaffer and her team are very proud and already excited about how the journey with we.listen will continue.

About we.dify

we.dify offers excellent customer service and sales quality for customer acquisition and retention. As a multichannel service centre, we.dify provides its customers with innovative and digital services in the area of customer service and sales. Its culture creates added value for customers, employees and the company alike. The primary goal is to create added value for companies and to help shape and drive their success – all with the highest level of quality.

Learn more: www.wedify.at

About we.dify

we.dify offers excellent customer service and sales quality for customer acquisition and retention. As a multichannel service centre, we.dify provides its customers with innovative and digital services in the area of customer service and sales. Its culture creates added value for customers, employees and the company alike. The primary goal is to create added value for companies and to help shape and drive their success – all with the highest level of quality. Learn more: www.wedify.at

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