Concentrix Case Study

"Customer calls hold important insights. Creating the right action plan through them, requires objective analysis. Speech Analytics technology allows us to pinpoint areas that need improvement. And this has a direct influence on customer experience."

CONCENTRIX TURKEY

The Challenge

Concentrix 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 5% of the customer-agent calls.

The Solution

Using Speech Analytics, Concentrix was able to monitor and analyze 100% of all calls and gained objective and actionable insights to train agents to deliver better customer experiences. Providing objective and tangible feedback to agents also contributed to agent satisfaction and retention KPI at its contact center.

Company name

Concentrix

Company size

Enterprise

Pain point

Limited call quality visibility

Sestek product used

Analytics

About company

Concentrix is one of the largest business process outsourcing (BPO) companies in the world. Today, it serves over 2,000 clients, including Fortune Global 500 brands, across all major sectors.

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