The company was providing the customer survey services to the major nation-wide telecommunication provider. As part of the service agreement, the company had to monitor quality and performance metrics across all its customer service centers on multiple regional and organizational levels up to the level of individual representatives.
Prior to implemented solution, it would take almost 3 weeks to collect tabulated data and organize it in the format required by their client and was error-prone leaving almost no time for corrections before required reports were due.
The reporting automation solution engineered by SCT team cut that time down to few days and reduced errors in the way. That enabled room for better validation of collected information, add additional insights to the reporting and improved standing with their client.