Case Study: Ampol improves call quality and agent performance with daisee

Ampol cuts high-risk calls 98% with daisee

Ampol, a company with over 100 years of history operating 1,900 retail convenience stores across Australia, faced the challenge of enhancing agent performance and training in its large, remote contact centre. Using traditional manual methods, supervisors could only review a small sample of calls, which hampered performance improvement programs. To address this, Ampol turned to vendor Daisee and its voice analytics product powered by artificial intelligence.

Daisee implemented a solution that automatically scans 100% of calls to provide fast, relevant insights for targeted coaching. The results were significant, including a 98% reduction in high-risk calls within three months. Agent Compliance and Quality scores also rose from 79.2% to 86.9% over 13 months, representing a 9.7% growth, as Daisee enabled Ampol's team to unlock a new level of excellence.

Ampol