Case Study/ CareOps
Client manages a vast network of agents across multiple regions, currently relying on manual evaluations for call quality.
The evaluation process was constrained by limited automation, with manual methods failing to provide meaningful insights into agent behavior and compliance. As a result, coverage was low, making it difficult to identify coaching needs and compliance gaps effectively. Additionally, the system lacked the capability to predict Net Promoter Score (NPS) trends, preventing proactive intervention to address potential drops in customer satisfaction.
Automate call quality audits at scale, providing deep behavior and compliance insights.
Deliver live performance metrics and CSAT predictions for proactive intervention.
Identify coaching gaps and predict low ratings to enhance customer experience.
