Case Study: Ashghal boosts agent performance and customer experience with Eleveo Quality Management

Ashghal boosts agent performance across 700 daily calls with Eleveo

Ashghal Public Works Authority (PWA), a public works authority in Qatar, faced the challenge of managing a high-volume, 24x7 contact center where agents handle up to 2,000 calls daily. With calls often concerning critical infrastructure issues, PWA needed reliable call recording and robust agent performance analysis to ensure professionalism and empathy. Eleveo's Quality Management tools were implemented to address these needs.

The solution from Eleveo utilized Call Recording, Screen Recording, and Speech Analytics to provide deep insights into agent interactions. This enabled targeted coaching, improved training based on real-world examples, and faster resolution of customer issues. As a result, PWA significantly boosted agent performance and the overall customer experience, equipping them to handle high-stakes, time-sensitive calls with consistent, high-quality service. Eleveo became a key driver for delivering critical support.

Ashghal