A leader in the Italian BPO sector, Network Contacts has, for over 20 years, combined technological expertise and domain knowledge to enhance customer relationship management, with extensive experience across the Telecommunications and Media, Energy and Utilities, Banking and Finance, and Public Administration sectors. With a strongly business-oriented, data-driven approach to value creation, Network Contacts helps clients define objectives and identify the solutions best suited to their needs, tailoring services that draw on both proprietary technologies and commercially available products.
Speech Analytics from Spitch Delivers Comprehensive, Actionable Insights
Challenge:
Network Contacts were receiving a high volume of unstructured voice conversations from an energy customer. We needed to improve the quality of interactions and foster the growth of consultants and team leaders, enabling a data-driven approach to service-to-sales.
Solution:
The Spitch solution makes it possible to analyze 100% of calls and transform unstructured data into actionable insights, including:
- Identifying consultants who make limited use of a multi‑proposition approach
- Developing targeted training and growth plans
- Providing team leaders with objective, real‑time KPIs
Benefits:
- 23% sales growth, driven by targeted training and data-driven coaching
- ROI achieved in 10 months – investment fully recovered
- Trustpilot: Achieved “Excellent” rating, strengthening reputation vs. competitors
- 80% of team leaders’ time freed up to focus on resource development
- Comprehensive customer cluster mapping completed
- Project-level strategic insights available
