Case Study: Maincom Telemarketing Services achieves 30% quality improvement and more objective, effective coaching with Verint Systems' Impact 360 Quality Monitoring

Maincom Telemarketing Services - Customer Case Study

Maincom Telemarketing Services GmbH, a 140‑agent subsidiary of the Frankfurter Allgemeine Zeitung group, handles complex customer retention and sales work for discerning readers. Despite existing quality measures, mystery shopper calls revealed inconsistent performance—especially during off‑peak shifts—and problem conversations were often identified only by chance or by customers themselves.

Maincom implemented Impact 360 Quality Monitoring with full‑time recording, intelligent filters, integrated KPI scoring and tailored coaching forms; 98% of callers consented to recording. The system made coaching systematic and more objective, increased coach productivity, and let agents review their own calls—leading to a 30% average rise in quality per agent within a year, drastically fewer cancelled subscriptions, higher customer satisfaction and more consistent, effective evaluations.

Maincom Telemarketing Services

Markus Rebitzky

Chief Executive Officer