Case Study: a multinational design and marketing firm saves over $30 million with Level AI

How A Multinational Design and Marketing Firm Transformed Their Contact Center Operations Saving Over $30 Million in under a year

A multinational design and marketing firm faced a significant challenge with its decentralized global contact centers, which operated as isolated islands with inconsistent quality standards. This lack of centralized oversight led to a major issue where 30% of refunds and credits issued were unwarranted, costing the company millions. To address this, the firm sought a transformative solution from vendor Level AI, selecting its automated quality assurance and coaching platform to unify operations and enforce consistent service quality.

Level AI implemented its QA and coaching solution, featuring the Instascore model, to automatically monitor 100% of customer experience recovery interactions. This allowed the firm to identify agents not following de-escalation procedures and use targeted coaching to improve performance. The results were dramatic: average QA scores rose from 60% to 88% in just three months, and the firm saved over $30 million in the first year by reducing its rate of unwarranted refunds to just 7%.