A Case Study by
How ZIP immediately increased the quality of agent training with Daisee.
“Daisee allows us to focus our attention on calls more likely to contain risks, review them more thoroughly, much faster, and with less effort."
Johann, Head of Customer Care, Zip.
Based in Sydney, Zip Co Ltd (ASX: Z1P) is a leading buy-now-pay-later service provider with 1.3m customers and 10,000+ merchant partners across Australia. With an 80% growth in customer volume in FY19, Zip faced the challenge of ensuring that its agents provide excellent customer experience, while also following all the required internal processes. For example, agents are required to properly verify the identity of each customer before speaking with them about their account.
Improve ZIP Agents' performance through better training.
As call volumes continued to grow, it became increasingly difficult to ensure all agents were serving customers to the highest quality.
Zip could only review a limited number of calls. The process involved selecting which calls to review, manually listening and scoring them, providing agents feedback, and following up where required.
With ever-increasing call volumes from rapid business growth, this process posed several challenges:
Leverage Artificial Intelligence to manage the quality of customer interactions.
Daisee alleviated this challenge by monitoring 100% of all calls, providing the ability to triage calls based on those that need more attention, and the ability to review each call faster.
“I love the solution's intuitive design – which made it easy to learn to use.”
- Andrea, QA Agent
The Daisee team was pleasant and easy to work with. Deployment was fast, and we were able to get value from the solution immediately. As a result, just two months after deploying, we rolled out the Daisee Solution across our other business units too.
Johann Loibl, Head of Customer Care.
Enhanced agent performance and increased customer satisfaction.
Zip continues to increase agent performance leveraging the Daisee solution across the other areas of the business.