Ashghal Public Works Authority’s (PWA) 60 agents cover three shifts in a contact center that operates 24x7. These agents take calls from citizens concerning a range of issues around construction, maintenance and management of physical infrastructure in Qatar.
The Challenge
Customers can call PWA any time, day or night. When they do, chances are they’re asking questions with real - sometimes serious - implications for their daily lives. Agents field an average of 700 calls on typical days. That volume, however, can spike to 2,000 calls or more in cases of emergency incidents and at the height of the rainy season in October and November, when flooding and drainage are of particular concern.
With such high call volumes, and with stakes as high as they are, reliable call recording capabilities are critical, as is the ability to analyze agent performance to ensure they’re delivering an exceptional customer experience with expertise, professionalism and empathy.
"Eleveo’s Screen Recording feature lets us watch agent/customer interactions exactly as they unfolded, while Speech Analytics helps us automatically score calls and analyze both sides of the conversation. Both of those features within the Eleveo Quality Management tool make our agent evaluation processes far more efficient and insightful. We’re not just passively listening to calls."
The Solution
Eleveo Quality Management, particularly Screen Recording and Speech Analytics, produce valuable insights PWA’s contact center decision-makers use for agent performance monitoring, evaluations and training. Eleveo Speech Analytics helps to quickly score calls using criteria and KPI PWA managers define. Those KPI include: Agent empathy, the agent’s ability to control the conversation, agent interruptions, agent language and many more.
Eleveo Call Recording provides the raw material for PWA’s Quality Management and customer experience-improvement efforts. Calls are automatically recorded and stored and can be easily searched and retrieved as-needed to provide timely feedback for agents, supervisors and trainers. They also provide a reliable, objective record of every conversation should they be needed for compliance purposes.
The Results
PWA uses Eleveo Screen Recording not just for compliance, but to improve the customer experience by truly understanding how agents work and whether the processes they follow support successful interactions. In the past, when agents stumbled on a call, perhaps providing incorrect information to a caller or taking too much time on a call, it was hard to determine if the issue was agent-related or a flaw in a process or system. That uncertainty could lead to repeated mistakes and unresolved issues for customers.
Now, with screen recording, supervisors can quickly review every action an agent took during a call, identify the root cause of any missteps, and make targeted improvements—whether in training or process design. This has drastically reduced confusion and helped resolve customer concerns faster, leading to an overall improvement in the customer experience.
PWA’s training team also uses call and screen recordings to build more effective, real-world training. They develop a yearly training roadmap guided by actual agent interactions, ensuring that trainers are consistently reinforcing what agents do well and improving on their soft skills. Ultimately, this results in more confident, capable agents who can resolve customer issues more efficiently and with greater empathy.
"Eleveo is really stable. It's Linux-based. That stability is the important thing for us, because every single minute we have to record and access calls, so if that capability isn’t always available it would be a burden instead of a catalyst for improvement."
Conclusion
With Eleveo’s quality management tools – built on the foundation of Eleveo Call Recording - PWA has been able to elevate both agent performance and the overall customer experience. Step-by-step visibility into agent activity during calls gives managers the insight needed to deliver targeted coaching and support, helping ensure that every agent interaction meets PWA’s high standards for professionalism and care. As a result, PWA is better equipped to handle high volumes of calls - oftentimes concerning time-sensitive issues of high importance to the caller - while still providing consistent, high-quality service. Eleveo has become a key driver for delivering critical support to callers when it matters most.