Case Study: How Trellis helps major BPO drives revenue and increase compliance while reducing cost

About the customers:

The customer is a Business Process Outsourcing (BPO) company with headquarters in the Midwest, United States, generating over nine figures in annual revenue. They serve clients from various industries, including entertainment companies as well as beauty, financial services, and insurance companies. Their customers span dozens of countries, with a strong presence in the United States, LATAM, Europe, and the Middle East. In the past year, you likely called one of our client’s BPO centers.

Like most BPOs, many of the agents are stationed overseas, with a significant presence in India and the Philippines. For some customers in the United States and the EU, our client also has agents stationed in those regions to meet compliance requirements in industries where data cannot leave the country of origin.

The challenge

Prior to Trellis, our client had terabytes of call transcripts and emails stored in a database for compliance and company policies. However, none of that data could be analyzed since the call transcripts couldn't be evaluated unless tagged manually. Our client’s were interested in understanding two main topics in the transcripts. Existing call analysis solutions are not flexible enough for their need and do not allow for custom insights or categorization.

First, it was the agent performance:

• Adherence to SOPs: Consistently monitoring whether agents adhered to standard operating procedures (SOPs) was a significant challenge.

• Active Listening: Evaluating whether agents demonstrated active listening skills was subjective and lacked quantifiable metrics.

• Rejection Handling: Identifying effective or ineffective rejection handling required detailed analysis of each interaction, which was time-consuming.

Second, it was gaining a holistic view of the customer journey from disparate call and email interactions. Key aspects included:

• Customer journey: What did the customer call about, why did they needed to call in, and the resolutions they tried before calling in.

• Customer Interruptions: Whether agents frequently interrupted customers, impacting the quality of the interaction.

• Auto-Renewal Information: Ensuring customers were properly informed about auto-renewal policies.

Solution

Our client implemented Trellis to address these challenges. Trellis converts unstructured call transcripts and emails into structured features, providing the client with detailed insights into various aspects of their operations.

Implementation

Step 1: Data Integration

Trellis seamlessly integrated with the client’s existing call center software and email systems through API endpoints. This integration allowed for the automatic ingestion of call transcripts and email communications into the Trellis platform.

Step 2: Data Structuring

Using its AI capabilities, Trellis converted the unstructured data into structured features, including:

• Call Type: Categorization of calls (e.g., inquiry, complaint, technical support).

• SOP Adherence: Flags indicating whether standard procedures were followed. This SOPs were given to Trellis by the client.

• Sentiment Analysis: Evaluation of customer sentiment based on the language used. Trellis supports over 26 languages.

• Active Listening: Detection of key active listening behaviors by agents.

• Rejection Handling: Identification of effective or ineffective rejection handling techniques.

• Agent Interruptions: Flags to indicate if and when agents interrupted customers during calls.

• Auto-Renewal Communication: Tracking whether customers were informed about auto-renewal policies (a key initiative to drive sales).

• Custom Features: Additional features defined by the Client’s specific needs.

The structured data enabled comprehensive analytics and reporting. The client could now generate real-time dashboards and reports, highlighting performance metrics, sentiment trends, and areas needing improvement.

[Through Trellis, you can transform and visualize complex unstructured data really quickly]

Results

Improved Efficiency

• Agent Performance Monitoring: The client could now systematically monitor agent performance against SOPs, leading to targeted training and performance improvements.

• Operational Insights: By identifying common call types and issues, the client streamlined processes and reduced average handling times.

Enhanced Customer Satisfaction

• Sentiment-Driven Actions: With accurate sentiment analysis, the client proactively addressed negative sentiment, improving customer experiences.

• Quality Assurance: The identification of active listening and effective rejection handling behaviors helped in coaching agents, enhancing overall service quality.

• Reduced Interruptions: By identifying patterns of interruptions, agents were trained to improve conversational flow, resulting in better customer interactions.

• Informed Customers: Ensuring that customers were informed about auto-renewal policies to increase sales opportunities.

Data-Driven Decision Making

• Strategic Improvements: The structured data provided by Trellis allowed the client to make informed decisions about process improvements and resource allocation.

• Customer Journey Mapping: The client could now effectively map the customer journey, leading to more personalized and effective customer service strategies.

• Custom Reporting: Tailored reports enabled the client to meet customer-specific reporting requirements, enhancing transparency and client satisfaction.

Conclusion

By leveraging Trellis, the Client transformed its approach to managing unstructured call transcripts and emails. The structured data enabled them to gain valuable insights into their operations, leading to significant improvements in efficiency and customer satisfaction. Trellis proved to be an essential tool in the Client’s commitment to delivering high-quality customer service in a competitive BPO market.