Case Study
Market Research
30,000
Voice calls analyzed monthly
3
Reduction in number of calls per procedure (from 8 to 5)
Overview
A leading medical devices firm partnered with Wizr Labs to tackle challenges in their call center operations. By deploying AI-driven solutions, the client achieved remarkable improvements in customer satisfaction, agent performance, and operational efficiency. Here’s how Wizr Labs made it happen.
The Context: High Call Volumes and Quality Challenges
With thousands of calls pouring in every month, the client struggled to maintain high-quality support and efficient operations. Key hurdles included:
Call Overload
Handling a vast number of incoming inquiries stretched the team’s resources, leading to inefficiencies and delays.
Quality Monitoring Limitations
Ensuring adherence to SOPs and gauging customer sentiment manually was labor-intensive and often inconsistent.
Agent Development Needs
A lack of actionable insights hindered efforts to identify and address performance gaps among support agents.
The Wizr Labs Solution: Intelligent Call Center Analytics
Wizr Labs built a transformative solution tailored to the client’s needs:
AI-Driven Call Analysis
Processed and analyzed 30,000 calls per month using AI models.
Identified sentiment trends and highlighted SOP adherence gaps in real-time.
Agent Insights Platform
Delivered comprehensive performance analytics for individual agents.
Enabled targeted coaching and training initiatives to address specific areas of improvement.
“By automating call analysis and performance insights, we reduced support calls per procedure by 37%, boosted customer satisfaction by 40%, and improved agent performance—transforming call center operations with AI-driven efficiency."
Results That Speak for Themselves
The impact of Wizr Labs’ intervention was immediate and measurable:
Streamlined Call Handling
Automated analysis helped reduce the average number of support calls per procedure from 8 to 5, with plans to lower it further to 2.
Enhanced Compliance
SOP adherence improved significantly, ensuring consistent and reliable customer interactions.
Improved Customer Satisfaction
CSAT scores saw a remarkable 40% boost, reflecting a better customer experience.
Boosted Agent Performance
Performance metrics enabled focused training, leading to noticeable improvements in agent effectiveness.
Cost Efficiency
Despite growing ticket volumes, the client managed to maintain stable support costs by automating routine processes.
What’s Next?
The success of this initiative has encouraged the client to explore extending similar AI solutions across other operational areas. Wizr Labs remains a trusted partner, ready to innovate and optimize further.
Explore more successful stories
Unlock the potential of AI for your business.
Discover how Wizr Labs can help you automate processes, enhance efficiency, and achieve exceptional results. Contact us today to learn more.
Locations
US : 6200, Stoneridge Mall Rd, Pleasanton CA 94588 USA
India: Athulya, Infopark Expy, Infopark Campus, Kakkanad, Kochi, Kerala 682042