Call Audit: Improving Customer Service Quality by 20%

Industry: Construction, Developers
Problem:
The client faced poor customer service quality in their call centre, which negatively impacted lead conversion rates. Additionally, there was a need to downsize staff and identify the most effective operators for continued work, requiring a thorough analysis of the current situation and an evaluation of each operator’s performance.
Solution:
To address the issue, we conducted an audio analysis of over 150 calls, evaluating operators’ performance against 23 criteria, including communication skills, adherence to scripts, conflict resolution ability, initiative, and other metrics critical for successful customer interactions. Based on this analysis, each operator received a score on a 10-point scale. Identified problem areas allowed us to create recommendations for adjusting communication scripts and developing strategies to improve service quality.
Result:
The implementation of updated scripts and the optimisation of call centre staff led to a 20% increase in lead conversion rates. The response time for handling inquiries was reduced, and the quality of customer interactions significantly improved, positively affecting the company’s overall image.
KPI:
- Lead Conversion Rate: +20%
- Reduced Call Handling Time
- Improved Customer Service Quality
This case demonstrates how detailed analysis and tailored recommendations can significantly enhance call centre performance, improve the customer experience, and support business growth.
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