Problem

Our client, a large contact center, was struggling with quality management. They were receiving numerous customer complaints about the quality of service provided by their agents. The client's existing quality management system was outdated and inefficient, making it difficult for supervisors to identify areas where agents needed improvement. This led to a decrease in customer satisfaction and increased agent turnover.

We knew that we had to find a solution that would help our client improve their quality management process and provide better service to their customers.

Learn more about our approach here.

Solution

We developed a new quality management system that incorporated advanced analytics and machine learning algorithms. Our system analyzed customer interactions with agents in real-time, identifying areas where agents needed improvement. Supervisors could then use this information to provide targeted coaching and training to agents, improving their performance over time.

The new system also included a dashboard that gave supervisors real-time visibility into agent performance metrics such as call volume, average handle time, and first call resolution rate. This allowed them to quickly identify trends and take action before they became larger issues.

Impact

Improved customer satisfaction by X%
Reduced agent turnover by X%
Increase in first call resolution rate by X%

"Our new quality management system has been incredibly successful in improving our customer satisfaction rates and reducing agent turnover. We couldn't be happier with the results."

Team

John Smith - Project Manager
- Oversaw the development and implementation of the new quality management system
- Liaised with the client to ensure their needs were being met throughout the project
Jane Doe - Data Scientist
- Developed the machine learning algorithms used in the new system
- Analyzed customer interaction data to identify areas for improvement

Contact Center Boosts Satisfaction, Reduces Turnover