A quality team that already worked, with 100% of the calls in front of it.
Sosmatic runs technical support with real phone volume, and has measured quality the way it should be measured for years: people dedicated to listening to calls, one by one, against their own scorecard. That work carries on. What changed is how many calls fit underneath it.
The starting point
A quality team with people dedicated to listening to calls, a scorecard of their own and the judgement to apply it. The ceiling was not theirs: it was arithmetic. Listening one by one, however well it is done, gets you through 2 to 5% of the volume; on the rest there is no way to hold an opinion with data in front of you.
What was put in place
AI-powered call analysis across 100% of the volume, scored against Sosmatic's own quality template and running inside their own environment, because the data requirement called for it. It is live across several of their BPO's clients, and FCR and CSAT moved to being measured over the whole population instead of the sample there was time to review.
Where they are now
Close to 15,000 calls analysed in two months, each with its score, its reason and its failure tagged. The team that listened still listens: now to the calls the system points them at, rather than the ones that came up in rotation.
What gets looked at, beyond what was said
The connection to Sosmatic's internal CRM lets every call be cross-checked against what happened next. The conversation is only one of the layers.
Procedure
Whether the right one was followed, step by step, and exactly where it went off script.
Documentation
Whether the ticket for that call was opened in the CRM, and whether it was written up properly.
Follow-up
Whether the follow-up happened, and whether it happened inside the agreed SLA.
On-site visits
Visits to the customer's premises, in-house and by external engineers, measured by the same yardstick.
Back office
Not only the phone: back-office work is scored with equivalent items and statistics.
What comes out of it
What the quality team has in front of it every morning, computed on its own and across the full volume.
- Average score per day
- Score trend by day and by hour
- The score broken down by scorecard item
- FCR failures, tagged
- A list of the calls that need special attention
- Analysis of the offer made in the sales departments
Figures from the first two months of operation, across the Sosmatic services connected to Sumgrey. We are closing their testimonial with them to publish it here.
Tell us how your team works.
A straight conversation about your volume, your channels and where to start. No generic proposal.
- We reply within 24 hours
- 30 minutes with someone who built this
- A concrete proposal after the first session