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

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.

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Solution

✅ Mitigating Compliance Risk. With full visibility into customer interactions, itel improved compliance monitoring 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.