Wonderbox, Europe’s leader in gift cards, has revolutionized its customer quality management thanks to Audioliz. By automating the evaluation of calls across all its European markets, Wonderbox has achieved greater efficiency, consistency, and reduced listening time for recordings.
A Unified Quality Management Across Multiple Countries
Operating in several countries with both external and internal call centers, ensuring consistent quality in six languages (Spanish, Dutch, English, Danish, Portuguese, and Flemish) was a genuine challenge. Audioliz has enabled the automation of quality oversight through:
- The automatic generation of listening grids for each language
- Real-time call analysis for accurate performance monitoring
- Consistency in the evaluation of outsourced call centers
- Centralized Business Intelligence for optimal management
A Powerful Management Tool with Audioliz
Thanks to Audioliz, Wonderbox now benefits from a robust management tool featuring:
- Tailored dashboards for each market, enabling precise analysis of the quality of customer interactions
- Global and comparative monitoring of call center performance across Europe
- Real-time alerts in case of non-compliance, allowing immediate corrective action
- Significant time and resource savings
By automating the listening grids and using artificial intelligence analysis, Audioliz has resulted in:
- A 90% reduction in call listening time, thereby freeing up resources for higher value actions
- Cost optimization and streamlined supervision processes
Conclusion
With Audioliz, Wonderbox has successfully centralized and standardized customer quality management across Europe while reducing costs and improving customer satisfaction. This clearly demonstrates how artificial intelligence is profoundly transforming the oversight of contact centers.
