Case Study: Kabel Deutschland improves contact center quality and coaching with Envision Click2Coach

Kabel Deutschland - Customer Case Study

Kabel Deutschland, Germany’s largest cable network provider, needed a better way to manage quality in its Technical Service Center, which handles more than 10,000 calls and 1,000 written processes each day. To support service quality, coaching, and customer satisfaction across its contact center operations, the company used Envision’s Click2Coach and related quality monitoring capabilities.

Envision implemented a solution combining quality monitoring, automatic coaching, eLearning, interaction recording, and customer feedback surveys to give Kabel Deutschland a continuous view of contact center performance. The result was a permanent overview of service quality, better identification of training needs, and the elimination of manual agent monitoring so team leaders could focus on higher-value work; the company also tracked measurable service performance, including more than 92% availability in technical customer service and monthly customer satisfaction input from about 10,000 IVR surveys and 1,200 phone interviews.

Kabel Deutschland

Knut Bartsch

Technical Services Center