Case study | 3 mins read
The client partnered with eClerx to improve agent skills and gain greater insights into their customer behavior. By leveraging QA360, eClerx’s AI-powered quality assurance solution, eClerx boosted the efficiency and quality of their customer support services.
Headquartered in the United States, this leading multinational telecommunications company offers cable, internet, and mobile services to residential and commercial customers across the world. Their organization is one of the top five largest telecom brands in the world by revenue, and is consistently featured in the top 50 on the Fortune 500 list.
The challenge
For telecom organizations, customer support operations are pivotal, not only to ensure customer satisfaction, but also to handle issues with equipment or services. However, with larger companies who offer services ranging from cable TV to mobile, the number of interactions taking place every day can be complex to track and analyze.
With the client’s organization, their existing manual QA process struggling to handle interactions across numerous channels and lines of business. Only able to account for ~2% of total calls, this auditing process limited visibility into the overall performance of agents and Net Promoter Scores (NPS).
In addition, the lack of a unified ecosystem between Sales, Retention, and Credit Compliance teams often resulted in the creation of contradictory or redundant changes within departments that negatively affected other teams.
To address the fragmented workflows and lack of actionable insights, the client sought a solution that could automate and audit higher volumes of customer interactions.
Process inefficiencies:
- Manual audits slowed QA cycles and limited coverage
- Inconsistent evaluation standards across business units
Limited insights:
- No real-time visibility into customer sentiment
- Delayed identification of performance and compliance issues
Fragmented training approach:
- Lack of centralized resources for agent coaching
- Minimal ability to scale personalized training programs
Our strategy
To transform the client’s QA and training operations, eClerx implemented QA360, our proprietary Agentic AI-powered quality assurance solution, to automate interaction evaluation processes and unify the workflows of all teams.
QA360 delivered end-to-end automation of the client’s entire interaction audit process through features like:
- 100% automation of the audit process: QA360 fully automated the client’s audit process, quickly evaluating and reporting on every customer interaction, giving the client’s departments a clear and centralized view of agent performance and compliance.
- Customer satisfaction prediction: Through the power of GenAI, QA360 provided real-time estimates for CSAT and NPS during and after an interaction, helping supervisors better plan targeted training for agents.
- Real-time supervisor feedback: Featuring a comprehensive and easy-to-navigate dashboard, QA360 allowed the client’s supervisors to provide coaching to agents mid-interaction, as well as be automatically alerted to critical calls, ensuring they could provide full resolution of customer issues.
The results
The client was able to achieve a scalable, data-driven framework for quality assurance and agent development, significantly enhancing both their operational efficiency and NPS metrics.
The results included:
- 32% increase in operational efficiency
- 41% improvement in NPS
- Accelerated agent upskilling
Today, eClerx has been asked to expand QA360’s existing integration through the rest of the organization, keeping them at the forefront of the telecommunications industry.
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