Canada based Jump Contact Center reduces AHT by 40% and improves SLA adherence to 100% with Enthu.AI
Jump Contact Center is an outsourced call center specializing in live answering and appointment booking services for businesses in the USA.
aht
sla
reporting
Background
Jump Contact Center has a strong focus towards maintaining call quality and customer delight. However, the manual process of call quality audits meant huge manual effort, yet just a handful of calls getting monitored.
At the same time, data management was becoming an overhead with quality teams juggling across call recordings, excel sheets and software. The company wanted a single source of truth against which to fairly benchmark its agents for performance improvement.
In short, the company was in need of a software backbone to build a predictable and proactive agent performance management process.
Key highlights
#1. 100% visibility into agent conversations
Earlier, Jump Contact Center used to rely on random sampling of calls to quality monitor the conversation. That was not just tedious but also inefficient as it resulted in less than 1% of calls getting sampled.
Speech AI from Enthu helped Jump Contact Center attain 100% visibility into their customer interactions and track key conversation parameters proactively, without the need to listen to every single call. Tracking these important conversation KPIs directly relate to agent performance across customer experience, compliance, process adherence, call metrics; and more.
In just under 60 days, the company scaled up to analyze the key KPIs of all the agents at least once each working day, thus driving measurable improvements in performance.
#2. Targeted personalized coaching
With detailed visibility into each conversation, Jump now knows the exact performance level & opportunity areas for all its agents.
The Company now executes targeted & personalized coaching for each agent, helping them improve on the areas where the opportunities appear.
This has resulted in 40% improvement in average handle time and 100% adherence to the set SLAs.
#3. Increased client transparency
Right from its inception, Jump Contact Center has a laser focussed approach towards maintaining data transparency with its clients.
Enthu.AI helped the company scale up its vision via the Client Module available within the software.
Jump’s clients now have a separate & dedicated access to their Enthu.AI account, getting visibility into the conversations that happen for their account; along with the key metrics and reports.
About Jump Contact Center
Jump Contact center specializes in 24/7 call answering, virtual reception and chat services for businesses in North America.
Challenges
Jump Contact Center was monitoring just a handful of agent conversations and was looking at adopting a tech solution to monitor, evaluate and coach agents at scale.
Solution
Jump Contact leveraged Enthu.AI to get 100% visibility into the contact center and track important metrics on a daily basis, at just a click of a button.
Team size:50+
Headquarter:Alberta, Canada
“Working with Enthu has given my agents trackable parameters to set benchmarks and continuously exceed them. Not only do I have a transparent view of my business now, my clients also see the amazing service that I deliver, nicely backed by data and stats.”
Jose A SAENZ
CEO, JUMP CONTACT CENTER
What next?
Replicate similar results for your business. Get started with Enthu.AI today.