An environmental services company with commercial and residential customers turned to StataPile to to refine their quality assurance (QA) process. They have nearly 6,000 employees and offer collection, transfer, disposal, and recycling services to more than 3 million customers in the United States and The Bahamas. They utilized StataPile's artificial intelligence quality assurance system to automatically and consistently score calls for all employees in their customer service centers with 95% accuracy at a low cost per scorecard.
Prior to implementing StataPile, the company evaluated call recordings manually. The process involved their QA team and an external organization. Under the manual QA process, calls from a random sample of employees were scored each month. This system was time consuming, inconsistent in its scoring procedures, involved small sample sizes, and was too expensive per scorecard.
Implementing a Solution
The implementation process was complex. With over seventy contact centers, each with multiple types of phone systems (both onsite and cloud based). It was necessary to score employees on more than 100 different procedures. In terms of reporting, they wanted to aggregate data by employee, team, contact center, district, region, and company. StataPile's seamless integration, simple onboarding process, and hard working account management team allowed the company to learn and use the platform in less than 2 weeks. StataPile's structure for the company's information made it easy for their client to group users and phone numbers/extensions into the desired categories. Additionally, company was able to use APIs to pull call data easily into StataPile's portal. Using company's existing call script and scoring materials, the account management team assisted them in developing custom call types and procedures formatted for the StataPile platform.
Complaints decreased by over 40% in just 2 months. StataPile's system identified unaddressed operational issues ranging from repeatedly missed routes to routine improper billing at each of company's contact center locations. These issues hadn't been tracked under the old manual QA system. When company compared the issues StataPile uncovered with previously reported issues, they found that their contact centers had been failing to log up 80% of the total issues. Being able to hold employees accountable and solve both operational and service problems led to a sharp reduction in complaint calls.
After implementing StataPile, company's sales and customer retention statistics improved as well. StataPile identified the phrasing and procedures that resulted in the highest conversion rate for potential new accounts and the best "save" rate for customers calling to cancel existing accounts. This information was tracked and automatically communicated to managers and C-level executives. Within 90 days, conversion rates improved by over 30% and "save" rates increased by 17%.
Real time feedback boosted adherence to procedure by 53% in the first quarter after implementation. The StataPile portal provided managers and employees with consistent feedback. Employees received live access to performance scores, notifications of missed procedures, and daily, weekly, and/or monthly summaries of performance results. The summaries highlighted the steps employees routinely hit and missed.
Another Success Story
StataPile's Ai call analytics program allowed the company to improve employee performance and boost customer satisfaction. The company has since downsized their QA department and eliminated costly and inefficient procedures. StataPile's system provides their client with full informational transparency to drive better sales and service over the phone and in the field.
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