VW Group | Doğuş Otomotiv – Speech Analytics
Client:VW Group - Doğuş Otomotiv
Who are Doğuş Otomotiv?
Celebrating its’ 23rd year, Dogus Otomotiv is the Volkswagen Audi Group importer and distributor in Turkey.
Analyse incoming calls to the operation centre, increase service level and enhance customer satisfaction rate.
What we did?
Verint Speech Analytics system was integrated with the CCH (Call centre Hotel is a Procat’s sister company) recording system that enabled the analysis of millions of calls to the contact centre.
What is the result?
WV Group – Doğuş Otomotiv have the ability to understand market trends and opportunities. They can easily analyse their customer insights and can easily see which employees need improvement. They also achieve a higher level of quality management with a lower cost. Following this new regulation, NPS increased by 30%.