Company: Inspiro, Makati City, Philippines
Company Description: A global digital CX outsourcing leader, Inspiro empowers smart, secure, seamless, scalable, and satisfying customer experience (CX) across a network of 58,000 BPO and customer champions in 100 strategic locations. With delivery operations in North and Latin America, Australia, and the Asia Pacific, Inspiro supports every stage of the customer lifecycle. Inspiro is owned by Altius Link, Inc.
Nomination Category: Solutions & Implementations Categories
Nomination Sub Category: Customer Service Management Solution - Implementation
 Nomination Title: Inspiring Improvements, through Interactions by Inspiro
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the features, functions, benefits, and results to date of the nominated implementation, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- State the the date on which the nominated solution was first available:
Interactions by Inspiro was first rolled out for our client programs in the third quarter of 2023.
- Describe the features, functions, and benefits of the nominated Customer Service Management solution (up to 350 words):
Total 290 words used.
Interactions by Inspiro is an AI-enabled analytics solution that harnesses customer interaction data into actionable intelligence, providing valuable insight into agent and customer trends.
The interface enables easy access to its advanced capabilities:
AI-guided Search and Discovery
- Automated call filtering allows users to zero in on a specific instance or trend they want to analyze.
- Automatic categorization identifies clusters of topics and relationships, and quickly visualizes volume, customer sentiment, handle time, and other trends.
- Call tagging provides a valuable method for identifying critical moments and organizing interactions.
- Auto-discovery capability identifies and makes correlations of frequently-used words and phrases across all interaction channels, allowing for deeper customer sentiment and root cause analysis.
Analytics-driven Quality Management
- This lets users monitor and improve customer interactions in real time, while optimizing quality assurance (QA) workflow and resources.
- Advanced evaluation allows users to score agents and produce automated assessments.
Analysis and Reporting
- Users can access various standard reports, and craft personalized dashboards, reports, and forms.
- Reports may be configured to incorporate essential metrics such as sentiment, interaction volume, handling time, non-talk percentage, and crosstalk percentage.
Cloud-based platform
- Highly-secure and adaptable for all industries, this enables easy integration with existing systems, driving faster implementation and significant cost savings.
Since its launch, Interactions by Inspiro has empowered our clients to understand, anticipate, and provide experiences that foster customer engagement and loyalty, as well as improve key metrics, such as:
- call audit efficiency
- sales validation turnaround time
- conversion rates
- resource utilization
- overtime hours
Additionally, our agents reported that rapid analytics allow them to better personalize solutions for customers. Interactions by Inspiro is helping our people get more work done, more easily, effectively, and even enjoyably, which, in turn, inspires more expertise and enthusiasm, on behalf of our clients.
- Outline the need or problem that was identified, why the solution was chosen, how the solution was implemented, and the results of your implementation to date (up to 350 words):
Total 342 words used.
Allow us to recount some specific examples:
For a top catalog and online retailer, we deployed Interactions by Inspiro to address lengthy procedures, inefficient resource management, and inability to quickly generate critical insights, which had been plaguing their call audit and sales validation functions.
results:
- 330% increase in number of calls processed
- 100% rigorous call validation, enabling higher accuracy and efficiency
- 75% reduction in time required for sales validation
- 4% improvement in conversion rate for perks, resulting in a notable revenue increase
- eliminated the necessity for overtime hours
For a global leader in self-service coin-counting, we tackled their struggle with extended turnaround times for call audits, streamlining the process and expediting evaluation, to enhance efficiency and precision.
results:
- 60% decrease in time required for call audits
- evaluation completion time reduced from 3 days to 1 day
In both cases, embracing automation - via a comprehensive system including automated querying, call filtering, and sentiment analysis - halved the need for QA resources, enhancing overall resource utilization.
Within weeks of our initial launch of Interactions by Inspiro across our client programs, we achieved:
- 167% increase in number of calls audited, per QA specialist, per hour
- 83.3% improvement in time spent identifying calls for audit
- improved QA specialist and agent ratio, from 1:35 to 1:42
- enhanced audit quality, with QA specialists zooming in on the specific part of the call when the target behavior occurred
- faster and more accurate identification of agent behavior or phrases and keywords that led to conversion, resulting in recognition and incentives for top performers
- insights that facilitate improved coaching and training materials from our Operations and Training teams
These outcomes demonstrate the transformative impact of leveraging the right technology to enhance workflows and boost productivity - accelerating business for our clients and delivering delight for their customers.
“I'm grateful for the continued dedication of our assigned team on site. We've fostered great working relationships built on trust and respect and their deep understanding of how vital they are to my organization's success.” – [REDACTED FOR PUBLICATION]
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 28 words used.
[REDACTED FOR PUBLICATION]
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