Case study | 2 mins read
Client:
The client is one of the top telecommunications companies in North America.
Challenge:
The client was facing issues with their current manual quality assessment processes that began to impact their customer retention. Due to a lack of visibility into their technical and care interactions, supervisors in their contact centers were unable to gain insight into core customer pain points. This led to ineffective agent coaching, as well as a sharp drop in customer loyalty caused by the amount of unresolved issues.
Solution:
After analyzing the client’s interactions, our Quality team introduced QA360, eClerx’s AI-powered quality assurance solution, to efficiently address their contact center challenges. QA360 leverages advanced GenAI technologies to automate the evaluation of agent and customer interactions in multiple formats (text/audio/video).
QA360 fully automated the audit process, quickly evaluating and reporting on every customer interaction, giving the client a clear view of performance and compliance. It also provided real-time estimates for customer satisfaction (CSAT) and net promoter scores (NPS), helping supervisors plan targeted training.
The solution included an intuitive dashboard, allowing supervisors to coach agents during live interactions and take over critical calls when necessary.
Impact:
These initiatives resulted in:
- Over 2.5 million interactions audited, a 50x improvement over manual
- 75% reduction in contact center operations
- 35% increase in first call resolutions
- 5% reduction in customer churn
Impressed with their improved agent retention and adverse event reporting, the client asked eClerx to expand QA360’s existing integration to reap similar benefits throughout the rest of their organization.
Additionally, eClerx’s CX and Technology teams are looking forward to introduce more of our generative AI solutions into their workplace to keep them at the forefront of the telecommunications industry.
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