Case Studies > itel Enhances Compliance Monitoring by 40% and Boosts Client Experience

itel Enhances Compliance Monitoring by 40% and Boosts Client Experience

Technology Category
  • Cybersecurity & Privacy - Security Compliance
Applicable Industries
  • Retail
Applicable Functions
  • Quality Assurance
  • Sales & Marketing
Use Cases
  • Leasing Finance Automation
  • Supply Chain Visibility
About The Customer
itel is a business process outsourcer that operates across the Caribbean, Latin America, U.S, and Canada. The company partners with hundreds of brands, offering a full suite of service solutions to empower teams and improve the customer experience. itel provides nearshore, onshore, and work-at-home services for clients across a variety of industries, including fintech, healthcare, insurance, and retail. Founded in 2012 and headquartered in Montego Bay, Jamaica, itel enables clients to scale faster through a broad assortment of service options.
The Challenge
itel, a business process outsourcer operating across the Caribbean, Latin America, U.S, and Canada, was facing a significant challenge due to limited visibility into its business operations. The company was only able to mitigate compliance risk on a small percentage of sampled customer service calls. This situation posed a high risk of compliance breaches, fraud, and steep fines. The lack of comprehensive oversight into customer interactions was not only a compliance issue but also a potential threat to the quality of customer service and the overall client experience.
The Solution
To address these challenges, itel turned to Observe.AI, a platform that enabled them to gain full visibility into customer interactions. This solution allowed itel to improve compliance monitoring by a significant 40%, thereby reducing risk and enhancing revenue impact. The increased oversight also led to the identification of opportunities for customer service improvements, resulting in a 5% lift in Customer Satisfaction (CSAT). Furthermore, itel used Observe.AI to empower its 'CX Coaches' to understand how agents were delivering customer service and to rank performance to uncover trends and areas for improvement. The platform also facilitated increased transparency around scorecard results and was integrated with up-skilling programs designed to retain talent and reduce agent churn.
Operational Impact
  • The implementation of Observe.AI has brought about significant operational improvements for itel. The company now has full visibility into customer interactions, which has not only improved compliance monitoring but also enhanced the quality of customer service. The ability to understand and rank agent performance has allowed itel to uncover trends and areas for improvement, leading to a more effective and efficient customer service delivery. The increased transparency around scorecard results has also fostered a culture of accountability among agents, contributing to talent retention and reduced churn. Overall, the solution has enabled itel to mitigate risk and deliver an excellent customer experience on behalf of its clients.
Quantitative Benefit
  • Improved compliance monitoring by 40%
  • Reduced risk and improved revenue impact
  • 5% lift in Customer Satisfaction (CSAT)

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