Calibration Scripts Telecommunications 
Callminer
AUGUST 1, 2017
Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Interactive agent scripts from Zingtree solve this problem. Agents can also send feedback directly to script authors to further improve processes.
Up Your Service
JUNE 16, 2015
Telecommunications companies used to be cash cows: massive, often government-linked monopolies that provided essential connectivity services and reliably churned out cash. Similarly, training telco employees to handle all service requests with standard scripts and procedures is a recipe for customer and employee frustration.
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Outsource Consultants
JANUARY 16, 2025
Objective criteria might measure adherence to scripts or accuracy of information provided, while subjective criteria could assess tone of voice or rapport-building skills. A telecommunications company implemented a detailed scorecard that included metrics such as empathy, problem-solving skills, and compliance adherence.
AWS Machine Learning
JANUARY 17, 2023
Customer churn is a problem faced by a wide range of companies, from telecommunications to banking, where customers are typically lost to competitors. Note that the probability returned by this model has not been calibrated. CalibratedClassifierCV from Scikit-learn can be used to calibrate a model.
CSM Magazine
JANUARY 29, 2024
Train teams to recognize the signs that a call is actually a test call—for example, overly scripted language or formulaic questions. Furnish agents with informational scripts. They should expect—and be willing—to take part in regular calibration sessions to review any calls that failed. Collect and share past questions.
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