Customer Satisfaction

CASE STUDY Energy Facts • 600 agents • 700,000 calls/month • Two contact centers The Challenge • Limited internal time devoted to monitoring • Lack of resource for business process improvement • High AHT with low efficiency • High training expense and overall inefficiency The Solution • Custom agent evaluation forms developed as an extension of the customer’s business unit • HyperQuality agents received full agent training as an outsourced member of the contact center • Evaluate and score calls based on co-developed new metrics • Train team leads on SaaS solutions to track metrics and improve coaching The Impact • Reduced training cycles - $160K annual savings • Improved agent efficiency - $200K annual savings • Quality scores improved to over 90% • CSAT over 83% - exceeding goals The Process HyperQuality team members were brought in and briefed on the company’s issues, and then took the additional step of going through the company’s current agent training process to fully understand the business.

Providing metrics-driven recommendations, the HyperQuality team was able to reduce the company’s agent training time by over nine weeks in the company’s specific step-by-step agent maturation process.

In just a few months, HyperQuality was able to assist the company in achieving an average quality score of 91.6% and include agent scoring in their overall performance evaluation process. Over the course of a calendar year, HyperQuality agents were further able to identify business process gaps, including scripting, catch-up training and more. This data- driven approach provided clear ROI in just a few weeks, and over the course of a year provided substantial savings across multiple departments.

“Seeing significant improvements from the HyperQuality program in terms of increased quality was extremely gratifying... But saving over $360,000 in reduced training time and improved operational efficiency was just icing on the cake.” C-Level Executive We’re here to help! [email protected]