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Enghouse AI Housing Association Case Study
Using AI-enabled quality assurance for continuous agent improvement
Driving elevated customer engagement with focused quality management
Goals
- Increase quantifiable data to inform CX, training, and development requirements
- Improve and optimize the quality assessment processes
Benefits
- Moved from assessing just 0.5% to 100% of customer interactions
- Obtained new insights about the organization’s service quality and customer engagement
- Significantly improved efficiency with consistent and scalable quality management.
Working to deliver the right homes and services to customers
This Enghouse Interactive customer is one of the UK’s largest housing associations. The organization uses Enghouse Interactive’s customer experience (CX) solutions to successfully support thousands of customers in homes across England and Scotland.
Improving the quality of engagement throughout the contact center
The Housing Association had previously faced significant challenges managing quality assurance (QA) for their 150 agents since they could only sample 0.5% of their customer interactions. Their challenge was the intensive time and resource overhead involved in reviewing interactions. This gave them insufficient data for meaningful insights into the service they were delivering to customers, and the challenges potentially faced by agents.
Automating quality assurance and providing comprehensive insights
The Association worked with Enghouse to implement automated agent evaluation, which is AI-assisted evaluation of recorded agent-customer interactions. This tool allows them to identify training and coaching needs, and also to understand the effectiveness of the score card that the QA team established. Even over the short pilot period, the Housing Association team found they can learn and improve dynamically, due to the large quantity of data that is instantly available to them. They can also recognize examples of high-quality engagement from agents.
A 30-Day Pilot
The Housing Association is now using Enghouse’s Automated Agent Evaluation software on a day-to-day basis, however before implementing it, they ran a highly successful pilot that allowed them to easily demonstrate the value of this tool to their management and decision team. To learn more about the outcome of the pilot, click the button below…
The tools gave us the opportunity to improve engagement, both with
our customers and within the organization. The insights we’ve received allow us to address potential issues – and
also to identify and recognize outstanding work from our staff.
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