It's there in black and white: when we work consistently, with a more positive tone, customers are more satisfied. To understand which factors influence the customer experience, Ving had Indicate me analyse customer calls using AI. The result: the lowest customer satisfaction score (CSI) improved significantly — by 11 percentage points.
Behind the improvement is the Inyan method, where agents are trained in positive reinforcement, defusing dissatisfaction, and guiding conversations with the right questions.
Ving's investment has led to a more positive tone, higher customer satisfaction, and a stronger baseline CSI score. By working systematically with training, coaching and follow-up, Ving has taken significant steps towards an even better customer experience.