Customer experience improvement for call centers
Client has a call center for high end travel - historically they only monitor 2-3% of interactions - Client wants to improve their NPS (Net promotor Score) and their service quality - Chat and WhatsApp was seldom reviewed - The agents' adherence to the quality model was evaluated inconsistently - The agents typified their performance for their compensation and hardly monitored - Feedback/training was general and not very relevant
Developed a technology solution leveraging AI to monitor 100% of interactions - 100% of interactions (WA, calls, and chat) monitored through AI - Results available ~15 seconds after the call is uploaded - Visibility on each agent's performance (per call, daily, weekly, and monthly) - Implemented continuous improvement program tailored for each agent based on feedback from each interaction - Parametric, scalable model, in which multiple campaigns can be mounted quickly