Elevating QA for a Global Delivery Logistics Service
Contact Center Call Reduction Strategies
A global delivery and logistics provider faced service inconsistencies, compliance risks, and inefficient call resolution. Partnering with BPA Quality, they implemented a targeted QA program using speech analytics, tailored evaluations, and coaching, leading to improved service consistency, customer effort and compliance.
A leading global delivery and logistics company faced significant obstacles in maintaining consistent and high-quality customer interactions across its extensive contact center network. The key challenges included:
- Inconsistent service quality across multiple regions, leading to customer dissatisfaction.
- Limited visibility into agent performance, making it difficult to implement targeted improvements.
- Compliance risks due to varying regulatory requirements in different service areas.
- Inefficient coaching and training methods, resulting in performance gaps among agents.
- Unnecessary call back recommendations, creating inefficiencies and increased customer effort.
With increasing customer expectations and complex operational needs, the company required a scalable, data-driven quality assurance (QA) solution to optimize performance and compliance.
Global Delivery Service identified Tracking calls as the primary driver of customer contacts. To better understand the sub-drivers and root causes, BPA Quality leveraged Speech Analytics and expert human listening to conduct an in-depth analysis, uncovering key areas for improvement.
Through a baseline listening session and discussions with client stakeholders and evaluator SMEs, three critical issues emerged:
- Delivery drivers deviating from door-tag procedures in 5% of Tracking calls, leading to unnecessary customer follow-ups.
- Agents providing incorrect estimated delivery dates in 3% of Tracking calls, causing confusion and repeat contacts.
- Agents proactively recommending future call backs in 8% of Tracking calls, increasing unnecessary call volume.
Among these, future call back recommendations had the most significant impact, accounting for over 157,000 interactions per month. Based on collaboration with the client, BPA Quality prioritized this issue, focusing on reducing unnecessary repeat contacts and optimizing resolution strategies.
Following BPA Quality’s intervention, the company identified key performance trends:
- Service consistency improved significantly, with standardized communication and resolution protocols across regions.
- Agent performance metrics showed measurable progress, with increased efficiency in customer issue resolution.
- Compliance adherence strengthened, reducing regulatory risks and enhancing customer confidence.
- Leadership gained deeper visibility into QA performance through enhanced reporting and analytics.
Key Insights from Speech Analytics & Call Back Evaluations:
- 38% of proactive call back recommendations were erroneous or not supported by procedure, representing over 60,000 calls per month.
- 57% of unnecessary call back recommendations should have been diverted to self-service channels instead of offering repeat contacts.
- 10% of unnecessary call back recommendations were made as part of a “polite call closing” and not tied to any procedure, for example, agents saying, “Please feel free to call us back if you have any further questions.”
These findings highlighted a critical opportunity to reduce customer effort, streamline call resolution, and optimize self-service pathways.
Following the deep-dive listening exercise, BPA Quality and the client identified key mitigation steps to reduce unnecessary repeat contacts and improve call resolution efficiency:
- Re-train agents to better understand and promote customer-facing self-service options, encouraging deflection to self-help channels instead of recommending future call backs.
- Set clearer expectations by providing accurate yet flexible delivery timelines, avoiding definitive dates that may lead to unnecessary follow-ups.
Additionally, BPA Quality recommended further measurement and analysis in future iterations to assess:
- The actual callback rate when agents suggest customers call again.
- Agent effectiveness in promoting self-service tools, including how well they explain features and whether they actively assist customers in accessing these options.
By implementing these strategies, the company can optimize agent performance, improve customer experience, and reduce avoidable contact center volume, leading to greater efficiency and customer satisfaction.