2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 · 2020. 3. 10. · 2008 2009 2010 2011 2012...
TRANSCRIPT
FREDRIK LEMMINGSALES DIRECTOR
BEATA NYLÉNMANAGER
2
2018 NET SALES EURO 8,4 BILLION IN
CONTINUING OPERATIONS
2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
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CUSTOMER
CONFIRMS THAT
THE ENQUIRY IS
SOLVED
CUSTOMER
UNDERSTANDS
IT’S DIFFERENT
ALTERNATIVES
CUSTOMER
CLEARLY STATES
THAT THEY ARE
HAPPY WITH THE
INTERACTION
1.POF (POR) POsitive
Reinforcement
2. 7+/- 2
Public
1.POF (POR) POsitive
Reinforcement
2. 7+/- 2
3. Achieve
Hi, Welcome to Telia
You are talking to
Sofia Andersson.
What can I do for
you?
Good that you are
contacting us, so you
need help with …
Should we review if
you currently have
the best solution …
What is important to
you when it comes
to…
How do you use …
today?
How did you solve …
today?
Would you like learn
more about this?
How does that
sound?
You mentioned that
surf is important, with
this subscription you
have unlimited surf
If I take care of
everything related to
changing of provider,
do we have a deal?
I understand, what
are your concerns?
What do you need in
order to say yes right
now?
If this happens again
please try …?
Is there anything else
that I can do for you?
Then we have solved
you router problem
and ordered a new
subscription, are you
happy with this?
”Unfortunately”
”Not until …”
”Don’t know”
”Can not …”
”What we can do”
”The benefits with this …”
”What is possible …”
”Hopefully”
”Probably”
”Maybe”
”Slow”
”Expensive”
”Tricky”
”Easy”
FORMS
COACHING
WORKFLOWS
DASHBOARDS AND REPORTING
Don’t measure your goals,
track the steps getting you
there
BUILD QUERIES BY DEFINING WORD AND PHRASES AND HOW TO COMBINE THEM
QUERIES CAN BE USED FOR • HISTORIC
ANALYSIS• TREND ANALYSIS
ON INCOMING CALLS
• EVALUATION FORMS
AUTOFILLS WORDS AND PHRASES
“Hi, Welcome to Telia
You are talking to...
What can I do for
you?”
“Good that you are
contacting us, so you
need help with …”
Evaluate100% of
your interactions
Public
• Customer Dialogue and Agent Dialogue pays off
• Manual follow up is time consuming and has little relevance
• AI-tools for 100% relevance
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Beata Nylén
+46738199797
Fredrik Lemming
+46705189488