HOW THE OFFICE GURUS USED SPEECHIQ’S INSIGHTS TO LOWER AVERAGE HANDLE TIME FOR AMERICA’S LEADING HOME IMPROVEMENT RETAIL COMPANY

The Office Gurus is a leading BPO that operates contact centers in El Salvador, Belize, Jamaica, and the USA, with clients in Retail, Finance, Healthcare, Education, and more. They were able to leverage SpeechIQ’s capabilities in a multi-step process to quickly drive down average handle times in customer care for an industry-leading retail client, ultimately boosting customer and client satisfaction and lowering costs.

The Office Gurus were experiencing increased handle times within a customer care operation (product replacement and warranty) they were running on behalf of a major home improvement retail company. This was a complex operation that involved multiple inbound gates covering a diverse range of products. The team was tasked with identifying the factors affecting these handle times and then implementing appropriate strategies to improve the trend.

The Solution

The Office Gurus were able to utilize SpeechIQ’s capabilities in a multi-step process, complimenting wider operational changes. It was used not only to identify causal factors affecting avg. handle time, but to then also aid in ensuring that remedial strategies were being implemented properly and that agents received sufficient guidance and motivation to keep them on track. Read the complete case study below.