Measuring and improving customer experience, one call at a time.
H&R Block has offered tax preparation and banking services to people everywhere around the world since 1955. With an employee force of 80,000 highly trained, certified tax and client service professionals, they serve taxpayers and provide strategic financial solutions from San Francisco to Sydney.
H&R Block’s Challenge
H&R Block places a high value on customer experience, and utilizes a system of post-call surveys to determine the success and performance of each interaction. In order to continue to improve their customer service, the company needed to gain a better understanding of how their customers interacted with agents, as well as their overall level of satisfaction with H&R Block.
With so many hours of customer calls and comments coming in, and no way to quantitatively analyze those calls, H&R Block required a unique, full-service solution.
TranscribeMe partnered with a global leader in customer experience (CX) analytics in order to deliver H&R Block complete visibility into their customer experience and satisfaction.
As part of the service, TranscribeMe processed hundreds of thousands of telephone recorded customer surveys and delivered highly accurate automated transcriptions to the analytics partner for further processing and analysis.
The solution TranscribeMe delivered was as such:
Through this workflow, H&R Block received valuable insights into the voice of their customers.
TranscribeMe is premium, top-rated speech-to-text transcription, translation and voice analytics service, providing custom and affordable solutions for leading companies all over the world. TranscribeMe’s transcription workflow converts audio and video content into easily shareable, searchable formats. In providing a unique, accurate and scalable service, customers vary from leading global enterprises to students and small businesses across a variety of key verticals.
Please contact us for more information about how your organization can benefit from TranscribeMe.