Boost Customer Retention, Revenue, and Save Time with Nations Info Corp

Boost Customer Retention, Revenue, and Save Time with Nations Info Corp

Table of Contents:

1. Introduction
2. Housekeeping Items
3. The Value of Contact Center Visibility
4. The Problem of Finding Business Insights
5. The Solution: Auto QA with Observe AI
6. The ROI Story of Nations Info Corp
7. The Automation Journey
8. The Benefits of Auto QA
9. Key Learnings and Insights
10. Conclusion

Article:

Turning Contact Center Visibility into Better Save Rates while Improving Efficiency

Introduction

Welcome to our webinar series on turning contact center visibility into better save rates while improving efficiency. In this webinar, we will be discussing the success story of Nations Info Corp and how they were able to achieve a 2x improvement in cancellation and save rates, a 43% reduction in average handle time, and 400+ hours saved annually in quality audit valuation and reporting efficiency. With the help of Observe AI's auto QA tool, Nations Info Corp was able to turn their contact center data into actionable insights that drove performance and improved outcomes for both their agents and the business as a whole.

Housekeeping Items

Before we dive into the details, let's go over a few housekeeping items. If You have any questions throughout the webinar, please submit them in the Q&A section on the right side of your screen. We will have a dedicated Q&A session at the end of the webinar to address all your questions. Please make sure your microphones are muted during the webinar, and feel free to follow along with the materials provided in the handouts tab. Don't worry if you miss anything, as we will be sending out the handouts and recording via email after the session.

The Value of Contact Center Visibility

Contact centers are a treasure trove of customer insights, but the challenge lies in finding the right insights and taking the correct action to drive performance. Nations Info Corp understands this challenge all too well. Their contact center receives a high volume of calls from customers looking to cancel their subscriptions, making save rates a critical metric for their business. However, they faced a significant problem: they knew what their save rates were, but they didn't know what drove them.

The Problem of Finding Business Insights

In the absence of data that provided a clear picture of the behaviors or agent attributes that drove save rates, Nations Info Corp was left guessing. They attempted to improve save rates by focusing on 24 different parameters in their quality assurance (QA) form. However, this approach proved to be ineffective as their save rates continued to fluctuate.

The Solution: Auto QA with Observe AI

To solve their problem and gain visibility into the behaviors that drove save rates, Nations Info Corp turned to Observe AI's auto QA tool. With auto QA, they were able to achieve 100% coverage of their interactions, recording and analyzing every single call to identify the critical behaviors that led to save rate improvements. By cross-referencing data from their top-performing agents, they were able to identify the "secret Sauce" of successful call handling.

The ROI Story of Nations Info Corp

With the insights provided by Observe AI, Nations Info Corp achieved remarkable results. They experienced a 2x improvement in cancellation and save rates, a 43% reduction in average handle time, and saved over 400 hours annually in quality audit valuation and reporting efficiency. These outstanding results demonstrate the power of leveraging conversation data to drive performance and deliver measurable ROI.

The Automation Journey

Nations Info Corp's journey towards automation involved a strategic shift in their approach to quality assurance. They moved away from a manual QA process and embraced automation to efficiently evaluate agent performance. By leveraging Observe AI's auto QA tool, they were able to automate the evaluation process and Scale their quality efforts. This freed up their QA team to focus on more impactful tasks, such as analyzing insights and improving the overall customer experience.

The Benefits of Auto QA

The implementation of auto QA brought significant benefits to Nations Info Corp. Firstly, they gained visibility over the retention-impacting attributes (RIAs) that drove save rate performance. This allowed them to monitor and evaluate agent compliance to these critical behaviors, providing them with actionable insights to improve performance. Secondly, auto QA enabled them to increase their evaluation coverage from 3% to 55%, ensuring statistically sound insights. Lastly, auto QA reduced their average handle time by 43% by streamlining call flows and eliminating unnecessary script elements.

Key Learnings and Insights

Throughout their automation journey, Nations Info Corp learned several valuable lessons. Firstly, executive sponsorship is crucial for the successful implementation and integration of automation tools like Observe AI. Secondly, the quality of the insights obtained from auto QA is directly related to the quality and specificity of the behaviors or attributes that the organization focuses on. Lastly, automation should be fully integrated into daily business operations to maximize its impact and drive Meaningful results.

Conclusion

In conclusion, the success story of Nations Info Corp highlights the transformative power of turning contact center visibility into better save rates while improving efficiency. By leveraging Observe AI's auto QA tool, Nations Info Corp was able to achieve remarkable results, driving performance improvements and saving significant time and resources. Their experience serves as a valuable lesson for other organizations looking to unlock the full potential of their contact center data and boost their business outcomes.