Leading E-retailer Maximized Call Center Performance with Speech Analytics

The Challenge

With a call center handling thousands of calls daily, the quality management teams were only able to assess 5% of these calls. This represents a vital gap when making informed decisions and could lead to the failure to detect customer issues promptly. Teknosa, focusing on more effectively managing processes with new technologies and enhancing the customer experience, initiated a digital transformation process in its Call Center.

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The Solution

Using SESTEK's speech analytics and automated quality management solutions, Teknosa analyzed 100% of calls and accessed actionable insights for improving performance. These insights were used to enhance the performance of call center representatives and improve the customer experience. The actions taken based on the feedback provided to the representatives led to improvements in service quality, while automated evaluations increased quality scores. The ability to quickly identify urgent customer issues was enhanced, and errors in call management by agents were automatically identified. As a result, customer satisfaction increased, and call center performance was maximized.