As a leading electronics store in the region, Extra brings its customers a wide variety of global brands' products, such as computers, mobile phones, cameras, televisions, and large home appliances. Extra improved its customer satisfaction score with speech analytics solution.
REDUCED WAITING TIMES
INCREASED CUSTOMER SATISFACTION
IMPROVED QUALITY SCORE
“ SESTEK’s Speech Analytics greatly enhanced the accuracy of agent evaluation, and our knowledge of the agents’ performance became deeper. This helped us design effective training programs according to their needs.
CONTACT CENTER QUALITY SUPERVISOR EXTRA
Extra, a leading electronics store in Saudi Arabia, aimed to enhance customer satisfaction. Initially, they wanted to understand customer needs by analyzing calls at their call center. Currently, they could only manually review a mere 5% of the monthly calls, which did not provide sufficient data for a comprehensive analysis. Due to the fact that not all calls were evaluated, recurring errors by representatives were overlooked, resulting in no improvement in satisfaction scores.
Thanks to the speech analytics solution, Extra automatically analyzed customer interactions in the call center. Complaint calls were quickly identified, and swift responses were provided. Furthermore, with the Automatic Quality Management (AQM) module, objective feedback was given to live agents, helping them identify their weaknesses and improve call quality averages. Issues in the call routing system were detected and optimized for more efficient call processing. This significantly reduced waiting times, providing a more positive customer experience and cost advantages. Calls were scored based on specific criteria, determining areas where live agents needed improvement. The company improved its service quality, strengthening customer relations and resulting in increased satisfaction scores.
Knovvu Analytics collects 100% of customer interaction data at customer service channels and convert it into meaningful information for decision-makers. The solution provides critical insights to understand customers better and help to improve their experiences. Equipped with advanced quality management tools, Knovvu Analytics enables supervisors to objectively score and maximize agent performance with tangible feedback.
Extra was established in Saudi Arabia in 2003 by United Electronics Company (UEC). Today Extra is the most popular electronics store with 48 stores in the Kingdom of Saudi Arabia, 2 stores in Bahrain and 3 stores in Oman with 12 Million customers.
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