Case Study: Employsure achieves greater compliance and customer retention with daisee

How we helped Employsure to improve customer retention and ensure regulatory compliance within their customer interactions

Employsure, a Sydney-based provider of workplace relations support to more than 35,000 businesses in Australia and New Zealand, faced a surge in inbound calls and tougher regulatory compliance requirements. The company needed a way to ensure phone-based agents were following standards while still delivering the best possible customer advice and service, and it chose daisee after a rigorous technology evaluation.

Daisee implemented automated quality management and AI speech-to-text analytics to monitor 100% of inbound calls, score and triage them, and escalate only the calls that needed attention. Around 5% of calls were flagged as potentially non-compliant, with only about 1% of those requiring manual intervention, helping Employsure improve compliance, resolve dissatisfaction earlier, and increase customer retention.

Employsure

David Oxley

Head of solutions