Case Study: Amynta Group Boosts FCR With Zoom

The Challenges

Before implementing Zoom contact centre, Amynta Group was struggling with an old legacy contact centre system. Multiple systems that didn’t speak to each other made compiling reports and monitoring service quality tedious.

In the past, Amynta’s QM process was much more manual and laborious.

The Solution

By onboarding Zoom Contact Center, Zoom Workforce Management, and Zoom Quality Management, Tim Beamer, Amynta’s director of automotive warranty claims, has created a one-stop shop for Amynta’s contact centre supervisors and agents to gain more insights and plan ahead.

Let’s take a closer look at how Amynta puts Zoom to work in its contact centre:

1. Let History Guide Your Future Predictions

As soon as Zoom Workforce Management was up and running, Tim and his team started inputting their scheduling data based on manual schedules.

At the 30-day mark, they saw some distinctive patterns. They found that the more information they feed into the system, the more valuable the output.

By consistently monitoring the data, they can identify where to fine-tune service without making a sweeping change.

For example, the Amynta team could tell if they were too heavy on early-morning breaks or if too many agents were out to lunch simultaneously. Then, they could adjust and see the impact.

2. Leverage Scorecards to Upskill Agents

With Zoom Quality Management, they’ve set up multiple types of scorecards that help supervisors to home in on training opportunities.

They can get a more thorough view of each interaction, from how an agent greeted a customer to whether or not they successfully answered all of their questions.

3. Uncover Deeper Insights With AI-Powered Speech Analytics

Today, with Zoom Quality Management, the Amynta team can get deeper insights across interactions by filtering specific keywords and phrases.

For example, if Tim searches for a particular term, such as “transmission”, he can see how often it appears in conversations during a selected timeframe.

He can then isolate just those interactions and get valuable AI-generated insight into the recurring issues with the interactions that include that keyword.

From there, his team can update knowledge bases and train agents on those recurring issues so they can respond more quickly and accurately to customers.

The Results

This has significantly increased first call resolution, reducing the need for customers to call back in repeatedly to get solutions to their problems.

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This post has been re-published by kind permission of Zoom - view the original article.

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Reviewed by: Megan Jones