Thanks to the implementation of advanced voice and text analysis technologies in every interaction with customers, it was possible to detect patterns, trends and data in an automated way and in real time to optimize resources, improve the performance of their work teams and enhance CX.
alerts for poor attention
penalties for TMO
Peru
GSS-Covisian, a BPO that provides services to clients in more than 150 countries, needed to improve the quality of the customer experience and the operations of the agents of the subsidiary in Peru of one of the main financial institutions in Latin America and Europe.
For this, a detailed analysis of what was happening in their contact center was necessary to optimize productive time, reduce alerts for poor attention and reduce recurring penalties related to average service time.
Through the solution Inspeech, implemented in three weeks, GSS-Covisian was able to effectively and strategically analyze each interaction: they were able to observe patterns, trends and data in an automated way and in real time for increase customer satisfaction, optimize resources and improve the performance of their work teams.
In this way it was possible evaluate 100% of interactions in a fully automated way and carry out manual reviews of the most critical aspects, without relying on random samples. It was also possible analyze the quality in the execution of parliaments and arguments on the part of the agents and use the results to perform instant strategic improvements.
This made it possible to reduce monthly costs for external quality analysts, as well as Release resources their own humans to add value where they needed it most. In addition, the platform allowed a reduction in alerts for poor customer service by 5%, reflecting a palpable improvement in the quality of the service provided with respect to the user experience.
Operational efficiency underwent a remarkable transformation. The platform allowed a precise focus on productive times during interactions with customers. This optimization of time not only improved internal productivity, but also led to a significant reduction of 1.7% in penalties related to average care time.
The reduction in personnel costs, the reduction in alerts for poor attention, the optimization of productive time and the reduction of penalties for TMO resulted in significant monthly financial savings. These achievements highlight the commercial impact and effectiveness of Inconcert's implementation of Inspeech.
