Case Study: Direct Line achieves near-100% call coverage with OnviSource Nexe’llecta

Elevating the Voice of Excellence with OnviSource Nexe’llecta

Direct Line Answers, a multi-award-winning contact center, faced limitations with its manual quality assurance process. Their challenge, addressed with OnviSource, was gaining broader visibility into agent performance. The legacy system allowed for scoring only a small sample of calls, creating blind spots and delays in identifying trends like extended silences or coaching gaps, particularly for their bilingual and remote agents.

The solution was implementing OnviSource Nexe’llecta 2.1, which provided nearly 100% automated call coverage and smarter analytics. This gave leaders data-driven insights to coach with precision and respond rapidly to emerging trends. As a result, OnviSource helped Direct Line achieve its highest industry award scores in company history, providing the visibility needed to ensure every call reflects their standard of excellence.

Direct Line

Kindra Fox

Direct Line Answers