The company and the task
Client: One of the leading travel companies in Russia: a tour operator and a network of travel agencies.
Industry: Transport and aviation · Year: 2025
To automate the scoring of managers’ work, improve service quality and reduce the number of negative reactions from travellers. Manual scoring limited coverage and objectivity, reports were slow to produce, and sales and service standards were hard to monitor.
Before
Conversations were scored by hand on a sample basis; it was hard to tell which points of the standard agents were actually struggling with.
What we did
- The system was configured to the company’s standards, integrated with its processes, staff were trained, and it went through a test launch and then full rollout.
- A quality index by checklist point showed exactly where agents go wrong — training became targeted.
- Analysis of holds and negativity by agent; personal dashboards for supervisors (summary charts by team) and for agents (their own metrics).
- Analysis of customer ratings from chats (“excellent” … “terrible”) broken down by department.
Results in numbers
What the client says
«Speech analytics let us move away from scoring managers by hand and increase the number of conversations scored. Checklist compliance rose by almost 10% over the year while coverage grew tenfold — a result we had not expected.»
