Local government AI Contact Center Quality Management Case Study

Scaled QA assessments from <1% to 90% and still saved 120 supervisor hours a year with AI-powered quality management

For local government contact centers, quality assurance can be constrained by manual reviews, limited sampling, and pressure to prove service value without increasing cost. This council used Enghouse AI Quality Management to automate initial interaction analysis, expand visibility across customer calls, and turn quality data into more targeted agent coaching. Download the case study to see how the team moved from reviewing a fraction of calls to evaluating 90%, while saving the equivalent of three full working weeks in annual admin time.

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Industry

Local Government

Goals

Improve quality while achieving more efficiency, without adding cost
Reduce the level of IT support required

Solution

Hosted Contact Center for Microsoft Teams
Quality Management Suite (QMS)
AI Quality Management

Key Outcomes

Saved 3 full working weeks (120 hours) in admin hours per year through AI-assisted evaluations
Scaled from QA assessing under 1% of phone calls to 90%
Improved agent support with better data and more targeted coaching
Demonstrated high CX standards back to the business with stronger analysis
Ensured process adherence and increased accuracy and efficiency by monitoring screen activity during calls
Reduced the need for internal IT support by using a hosted solution

Focused on customer service and value for money

This Enghouse customer is a medium‑sized council, serving around 70,000 residents and businesses and over a million visitors. Its customer service team handles more than 120,000 interactions each year.

Embracing AI innovation to deliver measurable benefits

Ensuring customers feel satisfied, listened to, and empowered is a council key objective, and drives the activities and KPIs of its multichannel contact center. The organization has worked with Enghouse for over 15 years, recognizing the improved efficiency and quality management delivered by Enghouse’s fully integrated hosted Microsoft Teams contact center integration and AI quality management solution.

Increasing efficiency and ensuring fairer evaluations

Through AI Quality Management, initial interaction analysis is now automated, freeing up 120 hours a year of supervisor time that can instead be spent on coaching agents. Evaluating contact center engagement is now more comprehensive and fairer, with AI-powered contact center analytics surfacing trends that can be missed with smaller sampling. Better information helps drive directed conversations around areas for improvement or recognition.

Focusing on demonstrating consistent service quality

Through the Enghouse platform, including AI Quality Management, the organization can cost-effectively deliver high quality, consistent service, improving reporting to management, better understanding agent behavior, and delivering more effective monitoring against KPIs. It benefits from automated quality control and a future-proofed platform, built on innovation, reliability and a close partnership.

Our partnership with Enghouse is a continuing journey, built on innovation and support for our needs. We’re focused on using technology such as AI to do things smarter. The success of AI Quality Management perfectly demonstrates this, improving our effectiveness and efficiency.

Customer Service Manager

Download the full case study to learn how Enghouse AI Quality Management helped this council scale quality monitoring, save supervisor time, and strengthen agent support.

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