Concentrix is 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.
of all customer-agent interactions monitored
Agent interruption rates decreased
Call quality scores were increased
“ 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
CEO CONCENTRIX TURKEY
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.
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.
Knovvu Analytics collects 100% of customer interaction data at customer service channels and convert it into meaningful information for decision-makers. The solution provides critical insights to understand customers better and help to improve their experiences. Equipped with advanced quality management tools, Knovvu Analytics enables supervisors to objectively score and maximize agent performance with tangible feedback.
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.
Let’s go into detail on how Knovvu’s conversational solutions can improve your agent and customer experience
