“At Srovnejto.cz, we place great emphasis on communication with our customers. All operators must act professionally, without mistakes or misunderstandings. It is impossible to manually discover every problem hidden in tens of thousands of calls. That is why we decided to cooperate with SentiSquare. Thanks to their tool, we now have a real-time overview of what is happening in the calls.”
Srovnejto.cz is a fast online comparison engine for insurance, compulsory liability, gas, and electricity. It operates a large contact center with dozens of operators. The control department needed an overview of the calls and the performance of its operators. Manual call hops and checking against internal rules and call scripts is a very tedious activity.
Managers from Srovnejto.cz select calls for automatic processing according to internal priorities (tens of thousands of calls per month). SentiSquare AI: 100% of these calls are automatically screened according to its internal compliance rules.
Managers from Srovnejto.cz are now able to evaluate their operators in real time, thus improving their work performance and overall contact center performance.
“Customer care has an important role in FTMO. Often these are recurring queries, where SentiSquare text analytics helps to speed up responses to our clients and save routine work for agents. This allows them to focus on more complex queries.”
“SentiSquare’s contextual email processing saves our employees work. Our Front Office operators now spend less time on routine tasks, instead focusing more on client care.”