An insurance services organization wanted a way to track and increase their overall member services call quality score.
Authenticx in Action
The company started using Authenticx to monitor customer calls on a monthly basis. Each month, they were able to drill into quality skill insights at the agent level. Authenticx also provided monthly call montages that highlighted agent strengths and training opportunities.
The organization has been monitoring quality skills and taking action on what they’re finding for three years now and each year they’ve seen YoY improvement in overall quality. Since starting with Authenticx, their quality score has increased 32% and they continue to monitor monthly for new areas of improvement.