MSC has twenty years of experience in the services of call centers, commercial counter management, meter reading, closures, reopenings, meter removals and installations. The company’s mission is to design and deliver commercial and operational services, providing customers with a highly professional and extremely flexible structure.
Customer Experience Enhancement at MSC
Spitch in cooperation with NextIP implemented several seamlessly interconnected solutions powered by LLMs and Spitch sentiment analysis tools to improve customer satisfaction.
Automated sentiment analysis on 100% of calls
Challenge:
Customer Experience at MSC is based on 3 interconnected axes: CX Measurement, CX Improvement, Customer Centric Culture and Internal Process Improvement. MSC launched a project to enhance Customer Experience (CX), develop empathy for customers, and improve internal processes by leveraging VOC (Voice of the Customer) insights and advanced technologies, including speech analytics.
Solution:
Spitch in partnership with NextIP implemented automated data collection for deeper customer insights, including AI-powered sentiment analysis for customers and agents during each call, powered by GenAI/LLM usage with low energy consumption, AI models that help enhance the accuracy of customer interaction classifications, and automated reporting tools to track KPIs. Configurable quality metrics and automated quality forms are used to evaluate the quality of services delivered and commercial performance as part of QA/QM.
Business benefits
- Automation and cost-saving with an advanced LLM backend: Automatic clustering and identification/classification of bottlenecks across all calls.
- Advanced analysis with LLM: Identification of emerging trends, automatic sentiment analysis, and call intent recognition on 100% of calls.
- Increased customer satisfaction and loyalty: NPS, CSAT, and FCR rates improved.
- Streamlined analytics and QA/QM: All interactions in one single analytics platform, delivering data-backed, high-quality insights.
- Empowered employees, leading to higher engagement.
- Revenue growth: Driven by satisfied customers and targeted new offers.
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