Case Study: a leading financial company improves contact centre performance with Awaken

Meeting customer expectations in a highly regulated industry

The customer, a leading financial company, faced significant challenges in its contact centers, including high agent turnover, lengthy and costly onboarding, and difficulties with compliance and procedural adherence. New agents struggled with complex systems, leading to poor performance and low customer satisfaction, creating a costly cycle of hiring and training. To address this, they partnered with Awaken to implement its Awaken Conversations and Awaken Scripting solutions.

Awaken's solution provided voice and speech analytics to capture customer interactions and intelligently guided agents through processes. This combination allowed the company to automate quality assurance, improve compliance, and proactively manage agent wellbeing. The results were substantial, including a 25% increase in sales conversion rates, a 70% reduction in training time, a 30% reduction in call handling times, and a 25% improvement in employee retention.