itel improves compliance monitoring 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

40%

improvement in compliance

5%

lift in CSAT

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 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.

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

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