Case Study: Mohawk

Improving Performance, Refining Processes, Calibrating Quality.

Mohawk Industries, a leading supplier of flooring for both residential and commercial applications, wanted to improve the quality and consistency of service its internal IT helpdesk provides employees.

This case study looks at how Mohawk was able to improve employee/customer satisfaction, AHT and FCR by leveraging a CallCopy solution. This solution allowed the company to:

  • Increase employee and customer satisfaction.
  • Lower average handling time (AHT) and
    increase first call resolution (FCR).
  • Reduce technician training time by 40
    percent using the new CallCopy desktop
    video recordings in the classroom.
  • Enhance the supervisor calibration
    process through more consistent quality
    management scoring.

“The CallCopy solution enabled us to improve several key metrics, including employee/customer satisfaction, AHT and FCR.”
- Douglas Coco, Support Center Manager, Mohawk Industries