The Detroit Land Bank Authority is a quasi-governmental organization established to market and sell deteriorating and abandoned properties in the city’s blighted areas to Detroit residents and organizations for reconstruction and rehab. The organization has a team of 10 customer service representatives (CSR) who field various types of calls, including concerns about property maintenance, inquiries about available properties, and questions about the purchase and renovation process. Plans are underway to add 12 compliance representatives responsible for assisting property owners throughout their property rehab journey until all rehab requirements are met.
Challenge
The Detroit Land Bank Authority sought visibility and insight into the quality of service provided to its customers. Management needed to evaluate CSR customer service delivery for customer phone interactions. No formal process existed for selecting which calls were to be reviewed and scored, and the scoring itself was limited to screening for a few key phrases. Managers needed the ability to quickly identify an issue within a call that indicated a deeper review was warranted, and they also wanted to score calls on CSR soft skills like professionalism, attitude, and active listening. Bottom line: managers wanted deeper insight into calls, more context and a more sophisticated approach to call scoring to ensure consistent and positive customer service interactions.
"I’m impressed with the breadth of Eleveo’s offering and very happy with the Eleveo team, particularly with training and professional services. They’ve been available, flexible and wonderful to work with."
Michele Chittick
Director of Quality/Operational Controls
Solution
Eleveo’s AI-fueled Quality Management tool, integrated with Webex Contact Center, enables managers to access more raw intelligence and deeper insights into CSR performance and customer experience. Moving beyond limited, manual review and scoring processes, managers can now leverage Screen Recording, Speech Analytics, Speech Tags, and Call Transcripts to easily surface rich call context that was previously hidden.
Results
- Fast/Accurate Evaluations:
- Greater Visibility into CX:
- Improved Coaching:
Combined with visibility into the full context and nuances of each call, the Detroit Land Bank Authority’s improved scoring capabilities provide the basis for fact-based training and feedback on areas in need of improvement.
"I use transcripts to understand the full context of the call and speech analytics to review sentiment and emotions, so I’m getting an objective view of the interaction, as well as a detailed understanding of the customer experience."
Jennifer Trammell
Customer Service Manager
Conclusion
Eleveo’s automated quality management provides the Detroit Land Bank Authority with unprecedented insights into agent performance and customer sentiment, giving managers complete visibility into the customer experience. The results are quicker context-based evaluations, more consistent scoring, and targeted coaching that improves agent effectiveness and delivers a better, more reliable customer experience.