SPEECH ANALYTICS CASE STUDY
WEBHELP INCREASED CALL QUALITY WITH SPEECH ANALYTICS
Webhelp Turkey is a subsidiary of Webhelp Global, one of the largest business process outsourcing (BPO) companies in the world. The company was looking for solutions to help increase the call quality at its contact center.
Webhelp Turkey needed to monitor and evaluate all calls to gain insights on how to increase call quality and agent performance at its call center. This was an issue since their call center receives thousands of calls every day, and their quality management (QM) team can only evaluate 3-5% of these calls.
Using Speech Analytics, Webhelp was able to monitor and analyze 100% of all calls and gained objective and actionable insights to train agents for better customer experiences.
Call quality score
increased by 7%
We strongly believe that it is important to improve customer experience continuously. And call center interactions hold important insights. To create the right action plans through these insights require an objective analysis. Sestek Speech Analytics soluition allows us to pinpoint areas that need improvement. And this has a direct influence on customer experience.
- Interruption rates during calls is an important KPI at call centers.
- Using Speech Analytics technology, Webhelp easily analyzed calls by using interruption rates as the basic parameter.
- Agents with higher interruption rates were identified and they were monitored regularly while their team leaders provided feedback to improve the performance.
- Interruption rates decreased by 86% after the implementation of the project.
100% OF ALL CUSTOMER-AGENT INTERACTIONS MONITORED
AGENT INTERRUPTION RATES DECREASED BY 86%
CALL QUALITY SCORE OF AGENTS INCREASED BY 7%
Webhelp, with more than 50,000 employees, is the global leader in business process outsourcing (BPO). Webhelp has grown significantly, serving more than 500 customers across 35 countries and at 140 locations.
ABOUT SPEECH ANALYTICS
This technology offers an effective way to leverage customer interaction data. This solution transcribes all recorded customer calls to the call center, then analyzes the interactions using various technologies like emotion detection, trend analysis, and more. Through analyzing these transcriptions, brands discover actionable insights for improving customer experience and the performance of call center agents.