The Office Gurus is a leading BPO based out of Florida that operates contact centers in El Salvador, Belize, Jamaica, and the USA.
They work with clients from a wide range of industries, from Retail and Financial Services to Healthcare, Education, and more.
As a result of this highly varied client base, contact center agents working for The Office Gurus are expected to carry out many different functions – from customer service to sales.
Ensuring a high level of competency across all of these different campaigns represents a real challenge, not just for agents, but also for managers who are tasked with ensuring that goals are met across a range of different performance metrics.
And, it’s in agent performance that The Office Gurus have been able to use speech analytics, in the form of SpeechIQ, with great success.
That’s because they have taken a proactive approach to integrate the tool’s myriad capabilities into their broader operations. Rather than just applying speech analytics to identify isolated issues, they use it holistically to identify and deal with problems in an ongoing and cyclical way.
Their approach looks something like this:
- Identify the cause of the problem – When The Office Gurus identify key metrics that need to be improved on a particular campaign, e.g. average handle time, they use SpeechIQ’s conversational analysis to understand in detail how different language, conversational techniques, and agent sentiment are affecting these.
- Implement remedial strategies – Once a problem has been identified and a solution to improve a given metric has been devised, The Office Gurus then use Speech Analytics once again to ensure that this strategy is being followed by agents. For example, they can use automated scorecards to drive new standards across all interactions and speech analysis to measure adherence to new scripts.
- Coach towards success – With 100% call auditing through SpeechIQ, The Office Gurus have a holistic view on how agents are dealing with new performance requirements and can, therefore, easily identify where extra support and feedback is required. They are then able to use data in SpeechIQ to coach agents directly. Hard data in the form of aggregated conversational analysis alongside key metric performance has proved to be highly persuasive evidence with which to convince agents to change their practices.
The Office Gurus are then able to continue these steps in a cycle, identifying further metrics that need to be worked on and then tweaking their scorecards and scripts to keep on delivering better results for their clients.
And, because SpeechIQ is so easy to use, they have been able to do this with little in-house technical expertise or consultation from the SpeechIQ team at LiveVox.
You can read two full case studies by downloading the PDFs via the below links. They include full results so you can see for yourself the success that The Office Gurus have been driving for their clients with their innovative approach to using SpeechIQ.
LiveVox is a next-generation contact center platform that powers more than 14 Billion interactions a year. We seamlessly integrate omnichannel communications, CRM, and WFO capabilities to deliver an exceptional agent and customer experience, while reducing compliance risk. Our reliable, easy-to-use technology enables effective engagement strategies on communication channels of choice to drive performance in your contact center. Our battle-tested risk mitigation and security tools help clients maximize their potential in an ever-changing business environment. With 20 years of pure cloud expertise LiveVox is at the forefront of cloud contact center innovation. Our more than 450 global employees are headquartered in San Francisco; with offices in Atlanta, Denver, New York City, St. Louis, Medellin, Colombia, and Bangalore, India.