Nations Info Corp is on a mission to help people achieve financial and real estate milestones by synthesizing and packaging complex data into user-friendly products. This data-driven DNA runs deep and Marlon Pacheco, Director of Training and Quality at Nations, was on a mission to bring a more data-driven approach to the contact center in order to make more informed strategic business decisions.
"With no reliable and scalable way to extract insights from customer conversation data, business decisions were often made on hunches," says Pacheco. "We needed to become a more data-driven organization. There was no easy way to quantify how agent performance mapped to cost savings or revenue generation within our business."
In general, decisions were based on small data sets from manual analyses using only a handful of call evaluations. "Auto QA gave us a such large data sample by evaluating thousands of customer-agent interactions automatically that we were able to slice and dice however we wanted," says Pacheco.
With Observe.AI's QA automation solution, Auto QA, the Nations team was able to transition from making decisions based on a small sample of calls to using insights from 100% of interactions while maintaining 91% confidence rating in the automated evaluation process. To be precise, within one month they were getting insights from every customer conversation, an increase of 50x compared to previous manual efforts.
But that's not the real story.
The real story is what Nations was able to do with this treasure trove of conversation data right at their fingertips and how that drove real outcomes to the business in revenue generation, retention and operational efficiency.
With a new data-driven approach, Pacheco began to drive real change across the entire business, including improving save rates, driving down average handle time (AHT), and boosting operational efficiency.
As with most companies, revenue is a top line metric for Pacheco and Nations' leadership. The contact center was responsible for fielding calls to cancel service. Ideally agents would leverage a rebuttal script in order to save the business, even if that meant reducing the customer to a lower tier price package.
With more visibility into contact center interactions thanks to Observe.AI and Auto QA, Pacheco could see the agents were skipping over a key pricing tier, reducing the possible amount of revenue saved. By identifying this behavior and then delivering targeted coaching, Pacheco helped Nations improve save rates from 9% to 18%.
"We were able to get super granular and isolate critical behaviors that determine likelihood of saves vs cancels," says Pacheco. With Observe.AI, Pacheco could not only use data to identify the behavioral trends, but also implement them into training and then monitor the performance improvement on an ongoing basis. "Observe.AI does everything in one platform. It provides one seamless experience for us to understand what's happening and then improve performance at the agent level."
Driving operational excellence throughout the contact center meant identifying ways to reduce a key contact center metric: average handle time—and ultimately improve customer experience and agent productivity.
To do this, Pacheco's team analyzed customer-agent interactions and removed any "fluffy" areas from the agent talk track, leaving only the most business-critical elements of the script, such as highlighting pricing options, sharing new offers, or presenting features the canceling customer may be interested in.
"Auto QA helps us stay nimble, take action, and measure results by giving us 100% visibility into our customer-agent interactions," says Pacheco. "With actionable insights from Auto QA we can now make targeted and immediate performance improvements."
This led to a 43% reduction in AHT, boosting agent and contact center efficiency, and ensuring agents were bringing up the most effective ways to save cancellations through product pricing and rebuttals.
Excel sheets, complex computations, and manual processes were common practice for Nations' contact center operations before Observe.AI. This required Pacheco's team to dedicate eight hours a week to manually crunch numbers in order to identify trends and patterns that drive strategic business outcomes.
With the Auto QA Reporting Dashboard, Pacheco's team could easily see what was happening on the front-lines of customer and agent interaction and spend more time putting strategic initiatives into motion that would impact the business.
"With Observe.AI, we make strategic business decisions based on real-world insights, faster," says Pacheco. "What used to take days or weeks, now takes hours."
Leveraging the power of Observe.AI's conversation intelligence platform, Nations is driving higher customer retention and revenue, while improving operational efficiency and productivity. Equally important, Pacheco has transformed the contact center into a data-driven organization, making business critical decisions with confidence.
Want the downloadable version and more content about how Auto QA is helping contact center leaders drive business results? Download the Nations Info Corp Case Study PDF and more here.