Analyzing Root Causes & Producing Insights

Move Beyond Symptoms and Uncover What's Really Driving Performance

Reasoning & Next Best Actions 3 pairs
⚑ Many calls involve complex warranty or return claims that require agents to guide customers through multi-step processes, including collecting serial numbers, photos, proof of purchase, and explaining nuanced policies.
Analysis
  • A significant portion of calls in this bucket are lengthy because agents must walk customers through detailed warranty or return procedures.
  • These often involve troubleshooting product issues, requesting and verifying serial numbers, guiding customers to take and email photos, and explaining eligibility or exceptions.
  • The process is further prolonged when customers have difficulty locating serial numbers, using email, or understanding policy nuances.

Most reporting tells you something changed. Few systems explain why. QiQ analyzes customer interactions, operational data, and performance signals to uncover the factors driving customer and operational outcomes.

01

From Observations to Explanations

Traditional analytics surface metrics. QiQ produces insights.

Rather than simply reporting things like: CSAT decreased, escalations increased, contact volumes rose. QiQ investigates the operational drivers behind those changes and identifies the factors contributing to the outcome.

This allows teams to focus on solving the problem rather than managing its symptoms.

Legal/policy escalation bottleneck drives negative sentiment and unresolved calls

Analysis:

  • Analysis of calls handled by agents like Sipho Khumalo shows that all legal/policy inquiries are escalated due to strict process boundaries.
  • Merchants frequently express urgency and threaten legal action, but agents are unable to resolve or clarify policy, leading to 100% escalation rates, low FCR, and negative NPS/CSAT.
  • This is a systemic process gap, not an agent issue.
  • Evidence from call summaries shows repeated merchant dissatisfaction and unresolved outcomes, directly impacting multiple KPIs.
02

Identify the Drivers Behind Customer Experience

Customer outcomes are rarely driven by a single event.

QiQ analyzes relationships across interactions, processes, products, policies, and performance signals to identify the factors that have the greatest impact on customer experience.

Evidence:

  • The agent reassured Ronald about the warranty covering future issues and walked him step-by-step through the process of attaching and sending photos, navigating email challenges patiently.
  • The agent reviewed her submission in real-time and determined that the pan exhibited minor chipping and fading, qualifying her for a replacement.
  • The agent, Jorge, reviewed previously submitted photos and explained the requirements for processing a warranty replacement, primarily needing the serial numbers from the affected products.
03

Produce Evidence-Based Insight

Every insight generated by QiQ is supported by evidence.

Product walkthrough
04

The Bridge Between Analysis and Action

Understanding root causes is only valuable if it leads to improvement.

Once QiQ identifies the drivers behind customer and operational outcomes, it prioritizes actions based on potential impact and recommends the next steps most likely to improve performance.

Implement a digital self-service portal for uploading photos, serial numbers, and proof of purchase to streamline documentation before the call.
Level: system
Target: Warranty/Returns Process
Develop and distribute concise, visual guides for customers on how to locate serial numbers and submit required documentation, to be sent prior to or at the start of calls.
Level: team
Target: Support Team
Provide refresher training on efficient documentation collection and setting clear expectations with customers to reduce repeated explanations and follow-ups.
Level: agent
Target: All agents

See How QiQ Prioritizes Actions

Discover how QiQ turns insights into clear recommendations, helping teams focus on the changes that will have the greatest impact.

Next — Prioritizing Actions & Closing the Loop