Case Study: Bluegrass Cellular

Challenges:

Bluegrass Cellular’s contact center received approximately 65,000 inbound calls each month without the ability to record for:

  • Compliance purposes
  • Dispute resolution
  • Quality assurance
  • Agent training

Solution/Results:

With CallCopy's solution, Bluegrass Cellular:

  • Achieved 100 percent recording of inbound and outbound calls.
  • Improved customer support and satisfaction.
  • Realized faster response times and more efficient dispute resolution.
  • Enhanced call quality through the ability to provide one-on-one coaching and detailed feedback to agents.
  • Stored recordings for auditing and quality management for up to 18 months.
  • Established detailed reports and scores for measuring quality.