Extra Boosted Customer Satisfaction with Speech Analytics

The Challenge

Extra, a leading electronics store in Saudi Arabia, aimed to enhance customer satisfaction. Initially, they wanted to understand customer needs by analyzing calls at their call center. Currently, they could only manually review a mere 5% of the monthly calls, which did not provide sufficient data for a comprehensive analysis. Due to the fact that not all calls were evaluated, recurring errors by representatives were overlooked, resulting in no improvement in satisfaction scores.

The Solution

Thanks to the speech analytics solution, Extra automatically analyzed customer interactions in the call center. Complaint calls were quickly identified, and swift responses were provided. Furthermore, with the Automatic Quality Management (AQM) module, objective feedback was given to live agents, helping them identify their weaknesses and improve call quality averages. Issues in the call routing system were detected and optimized for more efficient call processing. This significantly reduced waiting times, providing a more positive customer experience and cost advantages. Calls were scored based on specific criteria, determining areas where live agents needed improvement. The company improved its service quality, strengthening customer relations and resulting in increased satisfaction scores.