A major telecom provider in Scandinavia relied on a manual quality assurance process for years, constantly spending time and money on evaluating customer service calls. This system was slow and labour-intensive, and quality managers could only review 10 calls per agent per month. This was nowhere near the number of total conversations that were happening daily. Unsurprisingly, they seized the opportunity to test Feelingstream’s new tool for automatic quality assurance and speed up the process.
The manual process
This telecom’s call centre was busy, with agents handling anywhere between 50 to 80 calls daily. While some of the calls were short, others were complex and needed a thorough approach from the agents, lasting 15 to 20 minutes. This means that a full-time agent had, on average, 1430 calls per month. How could this company be sure of their overall service quality when they reviewed less than one percent of all calls?
Additionally, when they did spot issues, it was often already too late. This meant that they missed coaching opportunities due to slow feedback loops. Worst of all, there was no way to avoid subjectivity – one call could receive different scores depending on the evaluator. These issues weighed heavy on this company for quite some time.
The automatic quality assurance pilot
Having been aware of the struggles so many call centres face when assessing call quality, Feelingstream decided to develop Automatic Quality Score. This was created as a new feature to add to the existing customer conversation analysis platform. When this telecom provider received the offer to participate in a pilot program, they did not take long to decide. They had been using the conversation analysis platform for some time and had confidence in their partnership with Feelingstream.
Unlike their old system, which relied on humans reviewing the calls, the new one was an AI-driven solution that could automatically assess 100% of the calls. The promise was that the solution created for automatic quality assurance would provide instant, objective insights with full coverage.
The automatic quality assurance mindset
Implementing new technology to their workflow also required a shift in mindset. The company first reviewed the aspects of the solution and decided to define clear service standards to their agents, bringing focus to what they consider the benchmarks for excellence. The automatic scoring system gave an opportunity to find excellent calls to share with agents in training sessions to explain the goals and the standard. This would ensure that every new agent knew what a truly great call sounded like. With the Automatic Quality Score solution, they established a baseline quality score for each team and each agent across the customer service, which allowed them to measure improvement over time.
As agents are the blood and heartbeat of a call centre, their mindset and motivation are pivotal to success. How would they react to this change and to the fact that technology would now assess every call? Evidently, the agents became more engaged, knowing that the system evaluated every interaction fairly and consistently. With immediate feedback, they started paying closer attention to clarity and their problem-solving skills. Seeing Automatic Quality Score as a tool for self-improvement squashed the fear that agents would feel micromanaged.
The impact of the automatic solution
The impact of this new technology was immediate. The company now had complete visibility into how their customer service measures against their expectations. Something that used to take weeks to do – manually assessing a small percentage of calls – was done in an instant. They now had real-time insights into every single interaction.
The ability to measure resolution had the most impact, as it showed if the call solved the customer’s problem. If the issue remained unresolved, the solution would provide a specific reason, paving a way to address recurring issues at root level and improve First Call Resolution (FCR). Since higher FCR rate means fewer repeat contacts, the company could also see a reduction in operational costs.
The wins in efficiency and customer satisfaction
Undeniably, the company could see the biggest gains in efficiency – quality assessment time dropped by 90%! Managers could now focus on coaching rather than manually scoring customer conversations. The transformation had an even more striking effect financially. This company reported that assessing 100% of calls cost just 10% of what their previous manually handled process did.
The most significant change was in agent performance – with clear, data-driven feedback, they knew exactly what and how they needed to improve when it came to service quality. With Feelingstream’s tool for automatic quality assurance in play, quality coaches now had a shortcut to planning targeted training to help agents.
Unsurprisingly, there was a measurable increase in customer satisfaction. The company’s NPS (Net Promoter Score) results rose because their customers found their issues resolved much faster and smoother.
A new standard for customer service
As a result of the changes they made, this telecom provider is now setting the gold standard for quality assurance in the industry. They stopped the outdated process of manual reviews and replaced it with AI-driven insights. By doing so, their teams felt more empowered, and the company saw an improvement in customer experience in real time.
Their impressive success story leads to the question: How many companies out there still depend on guesswork based on minimum amounts of data when they could use automatic quality assurance processes to access all insights related to their service quality?
If your company is ready to leave outdated manual scoring behind them and transform the way customer experience is measured, you should explore Automatic Quality Score by Feelingstream. Let’s talk!
