Savecom Telecom
Telecommunications & Managed IT
The Challenge
Savecom provides high-stakes technical infrastructure (Hosted PBX, Fiber). Their QA team could only manually audit 2% of calls, leaving a massive blind spot in technical accuracy. Leadership couldn't tell if high Average Handle Time (AHT) was due to complex tech issues or agent knowledge gaps.
The AI Solution: Post-Call Automation
Technical Protocol Scoring
AI monitors if agents followed the 5-step troubleshooting SOP for connectivity issues.
Promise Tracking
A custom trigger flags any call where an agent failed to offer a direct callback number or technician ETA
Auto-Summarization
AI generates technical logs and instantly syncs them with Savecom’s CRM, removing manual note-taking.
The Results (Insights)
18% Jump in First Call Resolution (FCR)
AI identified the specific troubleshooting steps that led to successful "one-call" fixes.
CSAT Increase
+0.8 points due to more confident, accurate agent responses.
Operational Gain
20% reduction in agent onboarding time using "Winning Call" libraries.
Client Testimonial
"Before this implementation, we were managing our quality by guessing. Now, we have 100% visibility. Our FCR has spiked because we finally know exactly what top-performing agents are saying to resolve issues faster."
— Sarah Jenkins, Head of Customer Operations, Savecom