Case Study: Western Union boosts First Call Resolution with Quantum Metric

How Western Union increased First Call Resolution and reduced call escalations

Western Union, a global financial services company, needed better visibility into customer issues in its contact center. Agents could resolve many problems, but it often took escalations to Tier 2 and days of back-end investigation to understand generic error calls and identify what customers were experiencing. Quantum Metric helped address this challenge with its Embedded Replay integration in Salesforce Service Cloud.

Using Quantum Metric Embedded Replay, Western Union enabled agents to view 100% of digital user sessions in real time without leaving Salesforce, helping them cross-reference session details like device type and operating system. As a result, Western Union improved First Call Resolution and reduced Tier 1-to-Tier 2 escalations by 30%. Quantum Metric gave agents the visual insights they needed to pinpoint errors faster and resolve customer issues more effectively.

Western Union

Bradley Bossenbroek

Operations Program & Knowledge Management