Call insights Dashboard

Why did they call?

Complaints Enquiries Support Requests

45%. 45%. 45%.

Billing and technical support calls comprise 65% of all calls. Enhancing self service options in these areas could reduce the volume.

Reasons behind calls

Insights into customer profiles and behaviour, focusing on new vs. returning customers. Please note : In the widgets below, some calls may not be considered for analysis, as
they may not have enough meaningful content.

Things they complained about Things they enquired about Things they need support on

Network issues 56% Network issues 76% Complaints 35%

Dropped calls 76% Dropped calls 23% Enquiries 25%

Billing Errors 13% Billing Errors 65% Support requests 10%

Customer service 17% Customer service 23%

Slow internet speed 18% Slow internet speed 12%

Slow internet speed 19% Installation 13%

Billing and technical support calls comprise Customers mainly expressed concerns about Enquiries predominantly revolve around new
65% of all calls. Enhancing self service options network issues and dropped calls. Verbatim plans and promotional offers. Expanding
in these areas could reduce the volume. customer quotes: “I keep losing connection online FAQs and product details may help
during important calls”, “Dropped calls are reduce call volume.
ruining my workday”, “I expect better service
reliability.”

How it ended?
Insights into customer profiles and behaviour, focusing on new vs. returning customers. Please note : In the widgets below, some calls may not be considered for analysis, as
they may not have enough meaningful content.

How the complaint calls ended How the enquiry calls ended How the support calls ended

Network issues 35% Network issues 45% Complaints 35%

Dropped calls 35% Dropped calls 56% Enquiries 25%

Billing Errors 67% Billing Errors 78% Support requests 10%

Customer service 87% Customer service 87%

Slow internet speed 12% Slow internet speed 13%

Slow internet speed 45% Installation 26%

Billing and technical support calls comprise Customers mainly expressed concerns about Customers mainly expressed concerns about
65% of all calls. Enhancing self service options network issues and dropped calls. Verbatim network issues and dropped calls. Verbatim
in these areas could reduce the volume. customer quotes: “I keep losing connection customer quotes: “I keep losing connection
during important calls”, “Dropped calls are during important calls”, “Dropped calls are
ruining my workday”, “I expect better service ruining my workday”, “I expect better service
reliability.” reliability.”

Product & Categories

Insights into customer profiles and behaviour, focusing on new vs. returning customers. Please note : In the widgets below, some calls may not be considered for analysis, as
they may not have enough meaningful content.

What products were they interested in? Product categories they were interested in?

Unlimited Data Plan Unlimited Data Plan Unlimited Data Plan Unlimited Data Plan Unlimited Data Plan Unlimited Data Plan
65% 65% 65% 65% 65% 65%

Unlimited Data Plan Unlimited Data Plan Unlimited Data Plan Unlimited Data Plan Unlimited Data Plan Unlimited Data Plan
65% 65% 65% 65% 65% 65%

Unlimited Data Plan Unlimited Data Plan Unlimited Data Plan Unlimited Data Plan
65% 65% 65% 65%

Billing and technical support calls comprise 65% of all calls. Enhancing Billing and technical support calls comprise 65% of all calls. Enhancing
self service options in these areas could reduce the volume. self service options in these areas could reduce the volume.

What products were they interested in?

Unlimited Data Plan

Positive 17% Negative 17% Neutral 17%

Top Tags : Usage Reliability Free Plan Discount Popular

Key themes : Customers appreciate the concept of unlimited data yet are concerned about hidden throttling practices and unclear usage limits. The call
for clearer communication regarding fair usage policies is evident.

Representative Comments : “I love the unlimited aspect, but my speed drops after a certain limit.” “Great value but please clarify the throttling policy.”
“Unlimited sounds promising until you hit the cap.”

Opportunities : Improve transparency regarding data throttling and consider offering premium options that avoid throttling for heavy users.

Unlimited Data Plan

Positive 17% Negative 17% Neutral 17%

Top Tags : Usage Reliability Free Plan Discount Popular

Key themes : Customers appreciate the concept of unlimited data yet are concerned about hidden throttling practices and unclear usage limits. The call
for clearer communication regarding fair usage policies is evident.

Representative Comments : “I love the unlimited aspect, but my speed drops after a certain limit.” “Great value but please clarify the throttling policy.”
“Unlimited sounds promising until you hit the cap.”

Opportunities : Improve transparency regarding data throttling and consider offering premium options that avoid throttling for heavy users.

Unlimited Data Plan

Positive 17% Negative 17% Neutral 17%

Top Tags : Usage Reliability Free Plan Discount Popular

Key themes : Customers appreciate the concept of unlimited data yet are concerned about hidden throttling practices and unclear usage limits. The call
for clearer communication regarding fair usage policies is evident.

Representative Comments : “I love the unlimited aspect, but my speed drops after a certain limit.” “Great value but please clarify the throttling policy.”
“Unlimited sounds promising until you hit the cap.”

Opportunities : Improve transparency regarding data throttling and consider offering premium options that avoid throttling for heavy users.

Overall Sentiment and Emotional Analysis of the Calls

Sentiment Orientation
Positive 17% Negative 17% Neutral 17%

Emotional Breakdown
Anger 17%

Triggered primarily by repeated dropped caress show rework responses and unresolved technical issues. Customers express anger when se ice interruptions
impact their work or personal communications.

Frustration 17%

Triggered primarily by repeated dropped caress show rework responses and unresolved technical issues. Customers express anger when se ice interruptions
impact their work or personal communications.

Anxiety 17%

Triggered primarily by repeated dropped caress show rework responses and unresolved technical issues. Customers express anger when se ice interruptions
impact their work or personal communications.

Satisfaction 17%

Triggered primarily by repeated dropped caress show rework responses and unresolved technical issues. Customers express anger when se ice interruptions
impact their work or personal communications.

What Customers Liked

Quick Resolutions
Triggered primarily by repeated dropped caress show rework responses and unresolved technical issues. Customers express anger when se ice interruptions
impact their work or personal communications.

Proactive Support
Triggered primarily by repeated dropped caress show rework responses and unresolved technical issues. Customers express anger when se ice interruptions
impact their work or personal communications.

Value Propositions
Triggered primarily by repeated dropped caress show rework responses and unresolved technical issues. Customers express anger when se ice interruptions
impact their work or personal communications.

What Customers Disiked

Quick Resolutions
Triggered primarily by repeated dropped caress show rework responses and unresolved technical issues. Customers express anger when se ice interruptions
impact their work or personal communications.

Proactive Support
Triggered primarily by repeated dropped caress show rework responses and unresolved technical issues. Customers express anger when se ice interruptions
impact their work or personal communications.

Value Propositions
Triggered primarily by repeated dropped caress show rework responses and unresolved technical issues. Customers express anger when se ice interruptions
impact their work or personal communications.

Demographics
Insights into customer profiles and behaviour, focusing on new vs. returning customers. Please note : In the widgets below, some calls may not be considered for analysis, as
they may not have enough meaningful content.

Where did they call from? Languages they speak Gender Ratio (Male:Female)

Northeast 12% English 76% Male 35%

Midwest 76% Spanish 67% Female 65%

South 32% Other 23%

West 23%

International 16%

Regional differences suggest a higher Multilingual support is critical expanding A relatively balanced gender ratio indicates
concentration of calls from the Northeast and language-specific resources may reduce call that campaigns should be designed with a
Midwest. Tailoring regional offers may boost times and improve resolution rates. universal appeal while addressing any gender-
customer satisfaction. specific service concerns.

New vs Existing Ratio

New customers 35%

Existing customers 65%

A relatively balanced gender ratio indicates

that campaigns should be designed with a
universal appeal while addressing any gender-
specific service concerns.

Call time trends

Insights into customer profiles and behaviour, focusing on new vs. returning customers. Please note : In the widgets below, some calls may not be considered for analysis, as
they may not have enough meaningful content.

Time of call (Hour of the Day) What days they call on Calls missed (timeline)

50K 50K 43 (15% of total Calls)

40K 40K

30K 30K 30K

20K 20K 20K

10K 10K 10K

0 0 0

8AM 9AM 10AM 11AM 12PM 1PM SUN MON TUE WED THU FRI SAT SUN MON TUE WED THU FRI SAT

Peak call volumes are observed during mid- Peak call volumes are observed during mid- Peak call volumes are observed during mid-
day and early evening. Adjusting staffing day and early evening. Adjusting staffing day and early evening. Adjusting staffing
during these hours could reduoe wait times. during these hours could reduoe wait times. during these hours could reduoe wait times.

Campaigns
Insights into customer profiles and behaviour, focusing on new vs. returning customers. Please note : In the widgets below, some calls may not be considered for analysis, as
they may not have enough meaningful content.

Potential Customer Segments for Multi-Channel Remarketing and Retargeting

Tech-Savvy Millennials

Segment Size

25% (of total Calls)

Key Properties
High interest in 5G Smartphones & Unlimited Data Plans

Predominantly calling from Northeast and Midwest

Peak said times during mid-day; high returning ratio

Majorly speak English (with -1 % Spanish)

Strong positive sentiment or connectivity but concerns about batter performance

Campaign Ideas
Launch an exclusive multi-channel campaign using WhatsApp, SMS, and targeted social media ads to promote 5G bundles paired with unlimited data plans.
Emphasize value propositions and digital-first support features.

Tech-Savvy Millennials

Segment Size

25% (of total Calls)

Key Properties
High interest in 5G Smartphones & Unlimited Data Plans

Predominantly calling from Northeast and Midwest

Peak said times during mid-day; high returning ratio

Majorly speak English (with -1 % Spanish)

Strong positive sentiment or connectivity but concerns about batter performance

Campaign Ideas
Launch an exclusive multi-channel campaign using WhatsApp, SMS, and targeted social media ads to promote 5G bundles paired with unlimited data plans.
Emphasize value propositions and digital-first support features.

Tech-Savvy Millennials

Segment Size

25% (of total Calls)

Key Properties
High interest in 5G Smartphones & Unlimited Data Plans

Predominantly calling from Northeast and Midwest

Peak said times during mid-day; high returning ratio

Majorly speak English (with -1 % Spanish)

Strong positive sentiment or connectivity but concerns about batter performance

Campaign Ideas
Launch an exclusive multi-channel campaign using WhatsApp, SMS, and targeted social media ads to promote 5G bundles paired with unlimited data plans.
Emphasize value propositions and digital-first support features.

These segments are derived from multi-faceted call data including product interests, sentiment breakdowns, call outcomes, geographic origin, language
preferences, gender ratios, and new vs. returning ratios. A multi-channel marketing strategy utilizing WhatsApp, SMS, email, and targeted digital ads can
effectively reach each segment to boost conversions and enhance customer loyalty