Call Tagging: Replacing the Quality Control Department, Updating Staff, +20% Conversion, -30% Processing Time

Client:
A major construction company specialising in the development of residential complexes.
Industry:
Construction and Development
Problem:
The client faced a high percentage of poor-quality interactions in their call centre: customers were often transferred to irrelevant projects, operators displayed rudeness during communication, and scripts were not followed. This reduced service quality, negatively affected lead conversion efficiency, increased processing time for applications, and lowered customer satisfaction.
Solution:
To address the issue, we implemented a system of daily call monitoring and tagging. Each day, our specialists reviewed calls received the previous day and provided a summary report in table format. The report included comments and notes on each call, enabling detailed analysis of communication quality, adherence to scripts, and accuracy in directing customers to relevant projects.
Result:
The introduction of call tagging and regular reporting increased conversion rates by 20%, reduced application processing time by 30%, and improved operator performance. Additionally, the staff was reviewed: underperforming employees were reassigned or replaced, optimising the company’s resources.
Key Performance Indicators (KPIs):
- Conversion rate increase: +20%
- Application processing time reduction: -30%
- Staff optimisation and improved operator efficiency
- Increased customer satisfaction and improved service quality
This case study clearly demonstrates how regular analysis and detailed call monitoring can significantly enhance service quality, boost conversions, and optimise internal workflows within a company.
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