If you run a call center, this problem will sound familiar.

Our customer, a Call Center Service for companies like Visa and MasterCard, was experiencing a 20% unlogged call rate, effectively losing 20% of their revenue.

The problem was that the agents had trouble navigating Guidewire - a complex system with 30-40 fields on each screen.

They had to navigate through the system's multiple screens while being under pressure to complete a call within a specific time frame.

Here's how we solved the problem: We implemented an automated guidance system using WalkMe that:

immediately captures user information as soon as they enter a general inquiry,
guides call center agents through the process by blocking unnecessary screens and highlighting the essential fields,
and that ensures data quality.

As a result, unlogged calls were reduced because call center agents could use the system more efficiently to log calls within the required timeframe.

Our solution increased not only the call center's efficiency and the agent's KPIs but also their revenue by hundreds of thousands of euros.

So if you're looking for a solution to optimize your call center's efficiency, improve your KPIs, and generate more revenue, send me a message.

I'm sure we're going to get a great business case and value for you.


We help your employees and customers keep pace with technology and guide them to true digital adoption.

Website: https://dgtl.ventures/


#digital #adoption #transformation#digitaladoption #digitalization #callcenter