Case Study: Kenya Power and Lighting Company achieves more efficient contact center quality management with ZOOM International ScoreCARD

An African power company lights up their QM process with ScoreCARD

Kenya Power and Lighting Company, an electricity distribution provider in Nairobi, Kenya, needed to modernize its manual quality management process and centralize its contact centers. To address challenges with tracking calls, evaluating agent performance, and coaching efficiently, the company chose ZOOM International’s ScoreCARD quality management solution.

ZOOM International implemented ScoreCARD and CallREC to automate call retrieval and consolidate evaluation data, integrating them into Kenya Power’s business processes. The results were significant: supervisors increased evaluations and coaching from 50 calls per month to 96, and up to 125 in peak periods, while agent evaluations rose from 10 to as many as 25 per month, giving the team better reporting and visibility into performance.

Kenya Power and Lighting Company

Sarah Krystyne

Quality Supervisor