The company and the task
Client: The largest retailer of home improvement goods: 112 hypermarkets in 66 cities, 700+ contact centre agents, 1,100,000+ products.
Industry: Retail · Year: 2026
Every day 700+ agents advise on products and services, take orders and settle disputes. Auditors could physically check 1.5% of calls: a problem was found by chance and took weeks to fix. Nobody knew whether agents followed the sales stages; fraud and dissatisfaction came to light after the event.
Before
They needed a tool that hears every customer and manages quality on the basis of facts. The vendor was chosen through a hard test: recognition quality on real calls with noise and jargon, convenience for day-to-day work, flexible dashboards and real-time monitoring.
What we did
- More than 50 contact topics (B2C, B2B, marketplaces) each with their own quality criteria; modular checklists instead of one set of rules for everyone.
- 100% of inbound calls are scored against consistent criteria; real-time alerts for threats, fraud, abusive language and dropped calls.
- A personal dashboard for every agent and manager: the trend in critical errors and CSI, with growth areas instead of “mistakes”.
- Automatic monitoring of the sales stages, and clustering of feedback from post-call surveys for the knowledge base and the processes.
Timeline: The pilot was extended to calibrate the checklists; the accuracy of automatic scoring passed 90%
Results in numbers
What the client says
«When we said “we need it done differently”, you did not say “that is not possible” — you asked “how exactly?”. We were not looking for a technology but for a partner who would help us build a quality system on data.»
