In an era of relentless growth and evolving customer expectations, Cresta customer Snap Finance faced a significant challenge: how to scale efficiently while maintaining high-quality customer service. Amidst a backdrop of exponential business growth and the need for robust compliance and more efficient quality assurance and management, Snap Finance turned to Cresta’s end-to-end generative AI platform for a solution that would transform their contact center operations.
Addressing the core challenges
Snap Finance’s rapid growth presented several challenges. Inefficient reporting systems, outdated workforce management tools, and a lack of visibility into frontline agent performance hindered their ability to scale as quickly and effectively as their growth demanded. The process of quality assurance and management was particularly problematic, relying on arbitrary sampling that offered limited visibility into overall agent performance.
The need for modern, robust technology and processes was paramount. Snap Finance required a solution that could not only scale with their global operations but also provide real-time, actionable data to drive informed decision-making.
A new era of efficiency and automation for quality assurance and beyond
After a smooth implementation process aided by Cresta’s hands-on customer success team, Snap Finance quickly saw improvements across key metrics. First, the implementation of Cresta led to a breakthrough in quality assurance and management. Snap Finance transitioned from random sampling to achieving 100% quality assurance automation on all calls. This shift ensured that every customer interaction was monitored and assessed in real time, providing unparalleled insights into agent performance and compliance.
The team also reduced their average handle time (AHT) by 40%, not only streamlining operations but also empowering agents to handle inquiries more effectively.
Enhancing agent performance and customer experience
Cresta’s impact across Snap Finance’s operations extends beyond operational efficiency. The introduction of real-time Agent Assist allowed supervisors to provide immediate coaching, ensuring that agents delivered a consistent and high-quality service. This real-time assistance contributed to an increase in both Employee Net Promoter Score (NPS) and engagement scores, promoting a more motivated and cohesive workforce.
Additionally, the ability to monitor calls comprehensively allowed Snap Finance to address emerging trends and customer behaviors promptly. This proactive approach not only improved compliance scores but also enhanced the overall customer experience.
To learn more about how Snap Finance and Cresta worked together to transform the contact center and what’s still ahead for this innovative company, read the full case study. And to see how similar solutions can benefit your organization, reach out to us for a personalized demo today!
