实例探究 > itel 将合规性监控提高了 40%,降低了风险,提供更好的客户体验

itel 将合规性监控提高了 40%,降低了风险,提供更好的客户体验

技术
  • 网络安全和隐私 - 安全合规
适用行业
  • 零售
适用功能
  • 质量保证
  • 销售与市场营销
用例
  • 租赁金融自动化
  • 供应链可见性(SCV)
关于客户
itel 是一家业务流程外包商,业务遍及加勒比海、拉丁美洲、美国和加拿大。他们与数百个品牌合作,为团队提供支持并改善客户体验。
挑战
itel 正在降低一小部分抽样客户服务电话的合规风险,冒着违规、欺诈和高额罚款的风险。
解决方案
itel 将合规性监控提高了 40%,降低了风险并改善了收入影响,同时全面了解了客户服务改进的机会。
运营影响
  • 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.
数量效益
  • Improved compliance monitoring by 40%
  • Reduced risk and improved revenue impact
  • 5% lift in Customer Satisfaction (CSAT)

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