🚀 We acquired ScopeAI to deliver omnichannel conversation intelligence. 👁 👁 Read more about it here!

itel improves compliance by 40%, mitigating risk for a better client experience

With 100% visibility into customer interactions, itel mitigates risk while offering excellent customer experience on behalf of clients

THE RESULTS
5%
lift in CSAT
40%
improvement in compliance

The Story

Itel offers nearshore, onshore, and work-at-home services for clients across a number of industries including fintech, healthcare, insurance, and retail. As an organization that enables clients to scale faster through a broad assortment of service options, itel turned to Observe.AI in order to mitigate compliance risk and improve their ability to deliver excellent customer service on behalf of clients.


Solution

✅ Mitigating Compliance Risk. With full visibility into customer interactions, itel improved compliance by 40%, reducing risk and improving revenue impact with fewer compliance breaches and better client retention.


✅ Performance Management for Better CX. itel leverages Observe.AI to give its ‘CX Coaches’ the ability to understand how agents are delivering customer service, as well as stack rank performance to uncover trends and coach on areas of opportunity for improvement. CSAT has increased by at least 5% as a result.


✅ Reducing Churn with Transparency. itel executes its agent performance and coaching programs through Observe.AI, increasing transparency around scorecard results and fusing with up-skilling programs designed to retain talent and reduce agent churn.


OVERVIEW
itel is a business process outsourcer with operations across the Caribbean, Latin America, U.S, and Canada. With a full suite of service solutions, itel partners with hundreds of brands to empower teams and improve the customer experience.
CHALLENGES
With limited visibility into business operations, itel was mitigating compliance risk on a small percentage of sampled customer service calls, risking breach, fraud, and steep fines.
SOLUTION
itel grew compliance monitoring by 40%, reducing risk and improving revenue impact while gaining full visibility into opportunities for customer service improvements, which led to a 5% lift in CSAT.
FOUNDED
2012
HQ
Montego Bay, Jamaica
Read More Stories
Turn every agent into your best brand representative.
Get Demo