AlmavivA do Brasil invests in analytics to boost operations performance
Scientific Supervisor, the platform implemented by AlmavivA do Brasil to support operations management and improve Customer ExperienceData: 02.09.2019
AlmavivA do Brasil has implemented a Platform enabling the Contact center agent performance monitoring by operations supervisors, automatically and in real time.
Namely “Scientific Supervisor”, the platfom is based on Artificial Intelligence-driven technology and a set of statistical algorithms, to centralize operations information, as well as monitor quality and quantity indicators of the whole team through a single platform, in order to supervise agents during individual Customer interactions, and enable supervisors to directly communicate viat chat with operators while attending calls.
“The system enables supervisors to display updated information in real time, in order to manage operations more efficiently and precisely data, through an holistic vision of agent positions, comments Domenico Rossi, Director of Operations at AlmavivA do Brasil.
Rossi adds that the Scientific Supervisor has also been contributing to the performance of operations with regard to customer experience and customer loyalty, leading to significant increases in NPS – Net Promoter Score.
In the next months a new functionality, consisting in speech analytics technology, will be implemented in the tool. With it, during the service, it will be possible to identify signs of customers requiring immediate action by the operation supervisors, generating an alert to the manager who may get into the call, either by sending text messages via chat to the attendant or even participating in the call.
According to André Pandolfi, Director of New Business Development and Marketing at AlmavivA do Brasil, the Company has increasingly invested in technologies to help people continually strive for the best customer experience. “Having a technology company with Artificial Intelligence (AI) engine-based innovations in our DNA, as well as providing a better experience throughout the customer journey, helps us strengthen the internal management process, bringing dynamism to the routine of management and, consequently, significant gains in productivity and quality in our operations ”, emphasizes Pandolfi.