Case Study: Teletech halves call evaluation time with Modjo

Teletech boosts productivity by halving the time supervisors spend evaluating agents

Teletech, a leading independent customer relationship call center in France, faced a significant challenge with the time-consuming nature of agent call evaluations. Supervisors were spending up to 15 minutes per call on administrative tasks like searching and re-listening to recordings, which left little time for actual coaching and hindered agent skill development. To address this inefficiency, they turned to Modjo for a solution.

Modjo implemented its platform to centralize call recordings, scripts, and transcriptions for immediate access. The solution included AI-powered features for evaluations, personalized coaching, and the automated detection of customer dissatisfaction signals. This deployment by Modjo halved the supervisors' evaluation time from 15 minutes to just 7 minutes per call. The results included a 100% adoption rate from over 1,000 users, allowing supervisors to dedicate more time to coaching and enabling proactive quality management.

Teletech

Fabien Nahum

Director of Performance and Transformation