How a 50-operator contact center switched to AI analytics

Starting point

A contact center: 50 operators, ~2000 calls a day, 3 supervisors. Before Solovei, only ~3% of calls were being controlled.

The implementation process

Day 1 – Binotel integration (40 min). Days 2-3 – 8 evaluation criteria. Weeks 1-2 – calibration (accuracy ~92%). Week 3 – 4 triggers in Telegram.

Results after 3 months

Call coverage: 3% → 100%. QA team time: -90%. Script adherence: +22 pp. Sales conversion: +29%. Complaints: -55%.

Conclusions

The main result is a change in management quality: decisions based on real data rather than assumptions.

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