Case Study: Discidius implementation by Pahomas - supporting the client in customer service optimization and Call Center process automation
Challenges before Discidius implementation
Pahomas, an expert in business consulting and process optimization, took on an ambitious task: improving call center operations for one of its clients.
The client, in a phase of intensive development, needed a solution that would allow it to increase the efficiency of customer service, while maintaining high standards and consistency with the brand's image.
How Discidius addressed the needs of Pahomas' client
The implementation of Discidius provided Pahomas' client with a powerful tool that gives them a comprehensive understanding of customer interactions and enables effective management of call center service quality.
Discidius analyzes calls, identifying positive, negative, and neutral moments. This allows managers to quickly respond to key issues, ensure compliance with standards, and focus on areas requiring attention.
Automated call scoring on a scale of 0 to 100, enriched with personalized recommendations, enables objective evaluation of operator performance. Managers gain a precise tool for analyzing results and supporting operator development, which is essential for a dynamically growing company.
Discidius automatically identifies the most frequently asked questions, providing valuable insights into customer needs. This allows for the optimization of marketing communication and the creation of effective training materials.
Based on call analysis, Discidius generates tips for managers, enabling them to quickly and objectively support operators in improving their skills. This translates into better results, increased customer satisfaction, and improved efficiency of the entire team.
Discidius functionalities that proved successful for Pahomas' client
Discidius offers a range of innovative functionalities that proved to be very useful for the client:
Call timeline visualization - quick navigation and precise analysis
Color-coded sentiment indicators on the call timeline allow managers to instantly identify key moments, which significantly facilitates the review and evaluation of calls.
Discidius smart grade.
Automated call assessment enriched with personalized suggestions enables managers to effectively and precisely manage service quality, optimizing processes and raising standards.
Frequently asked questions - customer knowledge at your fingertips.
Identifying the most frequently asked questions provides Pahomas' client with valuable insights into their customers needs. This knowledge supports employee training and helps in developing an effective communication strategy.
Post-Transformation - achieved results
Pahomas' client observed significant improvements in their call center operations following the implementation of Discidius.
Improved team management - efficiency and professionalism.
Automated call analysis and personalized suggestions allowed managers to respond more quickly to team needs and improve service standards. As a result, better results were achieved and more professional customer service was ensured.
Increased customer satisfaction - positive brand image.
The automatic identification and analysis of key moments in conversations enabled a better understanding of customer needs and increased their satisfaction. This contributed to strengthening the positive image of Pahomas' client's brand.
The Discidius implementation is proof that the company can effectively support its clients in optimizing call center operations, automating call analysis, and maintaining high service standards. Discidius has enabled Pahomas' client to scale operations more effectively and better adapt to customer needs in a dynamically developing market.
Discidius has finally allowed us to understand what is really happening during conversations with our customers. Thanks to sentiment analysis and automatic call assessment, we know where we stand and can effectively work on improving the quality of service.