2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 · 2020. 3. 10. · 2008 2009 2010 2011 2012...

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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•

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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

22

Beata Nylén

Beata.Nylen@teliacompany.com

+46738199797

Fredrik Lemming

Fredrik.lemming@teliacompany.com

+46705189488