How Sosmatic went from reviewing samples to full visibility over its technical support operation — with the data processed inside their own infrastructure.
Sosmatic handles a high volume of technical support calls. The quality team manually reviewed a small sample — less than 5% of conversations — because there was no operational way to process the rest.
Decisions about training, scripts and processes were made with partial information. Not for lack of will, but because the tool to do it any other way didn't exist.
Thousands of calls a month that the quality team couldn't review. Only what there was time for got analyzed — and that left most of the operation without visibility.
The available tools offered standard analysis that didn't adapt to Sosmatic's own processes, scripts and indicators.
Due to the nature of the business and privacy requirements, all processing had to happen inside their own infrastructure.
We built a version of caller.ee adapted to Sosmatic's operation — with the metrics, indicators and classification logic their quality team needed. Not a generic dashboard, but a system configured around their real scripts and processes.
The model was deployed entirely within their own infrastructure. The call data never leaves their environment at any point.
"We went from reviewing 5% of calls to having data on 100% — without expanding the quality team."
With visibility over 100% of conversations, the team stopped spending time reviewing calls manually and began using the data to improve scripts, detect patterns and act before problems escalate.
Supervision went from being reactive to being operational.
A call analytics platform with fully customizable metrics. Deployable inside your infrastructure.
Tell us how your quality team works today. In 30 minutes we'll see whether it makes sense to do something similar.