ERC BPO Up-levels Agent Coaching and Training with Contact Center AI

ERC is an agile, technology-driven company that provides business process outsourcing (BPO) and account recovery services for Fortune 500 companies. ERC leverages the latest innovations in technology to deliver unparalleled end-to-end customer experience solutions, making ERC a top performer for its clients. With offices spanning four continents and the best talent in the business, ERC is dedicated to changing the BPO landscape through artificial intelligence and data analysis, and its commitment to creating a highly trained, empowered workforce.

‍

Challenges

ERC was looking for a speech analytics and quality management platform that would solve three distinct contact center challenges:

‍

Inefficient QA Processes

On average, only 2-4 of the hundreds of monthly calls handled by agents are quality checked. ERC needed to increase coverage for quality checking customer calls for more comprehensive and accurate reporting.

‍

Untargeted and General Training Programs

Creating agent-enablement programs that are relevant and targeted down to the individual agent was nearly impossible with ERC’s existing call coverage. To up-level agent performance, ERC needed the ability to run targeted and interactive coaching sessions and provide near-real-time feedback.

‍

Reactive Compliance Monitoring

ERC originally had analysts manually listen for compliance violations and catch them after they’d already happened. Insights weren’t efficiently shared between QA and compliance, which meant that the opportunity to rapidly train agents on compliance and mitigate risk was missed.

‍Solution & Results

With Observe.AI, ERC is able to uncover a wealth of customer care insights in 100% of voice calls, and in turn, create opportunities for tailored, relevant coaching for individual agents. Additionally, the platform uncovers inefficiencies and gives operations leaders the opportunity to improve them.

Making It Easier to Quality Check 100% of Calls

Utilizing Observe.AI’s best-in-class transcription functionality, ERC is able to monitor 100% of customer calls. Within four weeks of going live, ERC reported an increase in 87% in QA efficiency. This meant that QA managers are no longer bogged down in manual quality checks, freeing up more time for strategic tasks, like focusing on digesting speech and customer analytics to understand customer sentiment and improve customer experience.

Proactive Compliance Monitoring

Data protection and privacy are increasingly important. With Observe.AI, ERC is able to improve its ability to encrypt and redact data, as well as limit the PII data it retains while accessing speech analytics. Through its contact center AI program, ERC merges compliance and QA, creating a proactive, constantly evolving process for monitoring compliance gaps. 100% compliance coverage has helped ERC build its end client’s confidence.

“We are excited to leverage Observe.AI's contact center AI platform to have full visibility into customer conversations so we can train agents faster and unlock new insights on customer care.”

- Marty Sarim, President & CEO, ERC BPO

Tailored, Relevant Coaching for Every Agent

With detailed, all-encompassing reporting on every agent’s performance, ERC can create better training programs for agents to address gaps in performance and understand what top-performing agents do best. This enables QA managers to provide more prescriptive feedback by quickly accessing the most critical moments on calls and leaving in-line comments. Agents receive insights on areas like compliance violations, negative sentiment scenarios, dead air instances, and many more, providing individual agents greater transparency on performance.

"Innovation and empowering our agents with the latest technologies is critical to our mission to delight customers at ERC and attract top talent. We are excited to leverage Observe.AI's contact center AI platform to have full visibility into customer conversations so we can train agents faster and unlock new insights on customer care. I'm very impressed with the agility and accountability demonstrated by Observe.AI's team. This has been one of the most seamless integrations we've had in recent times."

- Marty Sarim, President & CEO, ERC BPO

‍Looking Forward

With contact center AI, ERC has significantly improved customer experience, harnessing the benefits of comprehensive voice call analysis to deliver best-in-class agent coaching and training. Understanding performance and customer sentiment across the entire organization, down the individual agents, ERC is confident that their agents are their best brand representatives.