Employsure retained customers and increased compliance with daisee.

Based in Sydney, Employsure provides workplace relations support to more than 35,000 businesses in Australia and New Zealand. With a sharp rise in inbound calls, Employsure needed phone-based agents to meet regulatory standards and deliver strong service. After due diligence, Employsure chose daisee for the technology demonstrated.

We have placed a lot of trust in daisee, not only in the technology, but in the team as a whole. They have not let us down.
David Oxley, Head of Solutions, Employsure Pty Ltd

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Challenge

Retain customers by maintaining total compliance

Growth and regulatory requirements meant 100 percent of calls needed review. Calls were reviewed manually and were susceptible to human error. Only a small percentage could be accurately reviewed. Unchecked calls posed a risk of non-compliance.

Solution

With daisee, 100 percent of inbound calls are monitored through automated quality management. Calls are scored and triaged so risk and compliance intervene only when necessary.

I have been impressed with their professionalism and investment in helping our business succeed. We look forward to working with them on the next stage.
David Oxley, Head of Solutions, Employsure Pty Ltd

Results

• 100 percent of inbound calls are monitored. Around 5 percent are flagged as potentially non-compliant; only around 1 percent of those require manual intervention.
• Calls are quickly and automatically triaged using a predetermined scorecard.
• Semantic and non-semantic techniques flag words, phrases, inferences, and inflections.
• Customer dissatisfaction is identified early, improving retention.

Next, Employsure plans to extend daisee to outbound calls to monitor 100 percent of sales calls.