Ampol operates 1900 retail convenience stores across Australia. Seeking to enhance agent performance in real-time and respond to high-risk client calls, Ampol turned to daisee.
Turning an investment in voice analytics into an investment in coaching.
Enhancing agent performance and training in contact centres. Manual sampling limited supervisors of remote agents.
Automatically scanning 100 percent of calls and providing fast, relevant insights with daisee AI voice analytics. Ampol started seeing value from day one.
In three months, high-risk calls fell by 98 percent. One agent with over 70 percent high-risk calls had none the next month. Agents improved from 68-70 percent to 86-88 percent, and from the high 70s to over 86 percent. Over 13 months, Agent Compliance and Quality rose from 79.2 percent to 86.9 percent (+7.7 or 9.7 percent growth).
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