Case Study: Kenya Power boosts QM efficiency with Eleveo ScoreCARD

Kenya Power boosts call evaluations from 50 to 96 per month with Eleveo

The customer, Kenya Power, faced challenges with a purely manual quality management process and sought to centralize their contact centers. They partnered with vendor Eleveo to implement its ScoreCARD quality management solution to modernize their tools and improve efficiency.

Eleveo's solution provided Kenya Power with powerful reporting tools and a flexible evaluation form. The implementation had a significant measurable impact, as supervisors increased the number of calls they could evaluate and coach for each month from 50 to 96, and up to 125 during busy periods.

Kenya Power