Scope: CSAT application, auditor‑driven QA, working‑hours‑aware SLAs, VIP/new‑customer prioritisation, and call‑to‑ticket for omni‑channel support



Note: This case study summarises our delivery of a configurable CSAT platform with structured QA audits and a call‑to‑ticket workflow. It is written for external sharing; no confidential metrics are disclosed.

Executive Summary

We implemented a CSAT application and auditing framework enabling trained auditors to evaluate the quality of agent responses on inbound calls and other channels. Each interaction is scored on weighted parameters (accuracy, empathy, compliance, resolution completeness, documentation, TAT adherence), producing agent scorecards, team dashboards, and calibration packs. In parallel, we deployed a call‑to‑ticket workflow so every customer call automatically creates/updates a ticket with recording, transcript (where available), disposition, and SLA timers.

Business Context

  • Volume growth across cities and collection centres created variability in call handling quality.
  • Customers expect fast, accurate answers on tests, collections, reports, and billing—requiring clear SLAs and visibility.
  • Leadership needed an auditable method to link QA behaviours with CSAT outcomes.

Objectives

  • Deploy CSAT capture linked to the underlying ticket/call.
  • Establish auditor‑driven QA with weighted rubric and calibration.
  • Implement call‑to‑ticket with SLA/TAT clocks, ownership, and escalations.
  • Provide agent/team/centre scorecards and root‑cause analytics.
  • Ensure privacy‑by‑design across recordings, transcripts, and tickets.

Solution Overview

A. CSAT & Quality Audits

  • CSAT Capture & Linking
  • Post‑call CSAT via IVR/SMS/web; response auto‑linked to call/ticket and customer profile.
  • Driver tagging (appointment booking, home collection, report query, billing) for topic‑level analysis.
  • QA Rubric (Weighted Parameters)
  • Accuracy & completeness; compliance & privacy; empathy & tone; resolution behaviours; process/TAT adherence; documentation quality.
  • Audit Workflow
  • Random/risk‑weighted/targeted sampling; double‑blind calibration; appeals workflow with audit logs.
  • Dashboards & Coaching
  • Agent/team scorecards with trends; CSAT←→QA correlation; root‑cause views by centre/city/channel/topic.

B. Call‑to‑Ticket Integration

  • Ingestion & Identity
  • CTI/ACD integration: inbound call auto‑creates/updates a ticket; caller ID, recording link, and transcript (where enabled).
  • Identity resolution merges contacts; deduplication prevents duplicates.
  • SLA/TAT & Escalations
  • Working‑hours‑aware clocks; priority logic (VIP/new registrant/new purchase); automated escalations; supervisor dashboards.
  • Knowledge & Consistency
  • Response templates and knowledge base suggestions; disposition taxonomy aligned to reporting.

Implementation Approach

  • Discovery & Design (journeys, SLAs, QA rubric, privacy/retention).
  • Build & Integrate (CSAT app, audit forms, sampling; CTI→ticketing; recordings/transcripts; identity sync).
  • Pilot (subset queues/centres; calibration cycles; weight/threshold tuning).
  • Rollout (phased by city/queue; training; playbooks).
  • Stabilisation & Governance (quality councils; coaching cadence; rubric change control).

Results & Impact (qualitative)

  • Single source of truth for calls/tickets; consistent, auditable quality.
  • Predictable SLAs with working‑hours awareness and risk alerts.
  • Actionable insights from CSAT←→QA linkage; targeted coaching and process fixes.
  • Improved compliance posture via access controls, masking, and retention policies.

Features Delivered — Checklist

CSAT & QA

  • CSAT surveys (IVR/SMS/web) linked to tickets
  • Weighted QA rubric with configurable parameters
  • Random/risk‑based/targeted sampling
  • Calibration & appeals workflow
  • Agent/team scorecards; CSAT←→QA correlation

Call‑to‑Ticket

  • Auto ticket creation/merge from CTI/ACD
  • Recording & (optional) transcript attached
  • Working‑hours‑aware SLA/TAT timers
  • VIP/new‑customer priority logic
  • Supervisor dashboards & reports

Metrics — Placeholders for Client Review

  • CSAT (overall/by driver): Baseline → Post‑go‑live
  • QA Score (avg/parameter): Baseline → Post‑go‑live
  • First Response Time / Resolution Time
  • AHT (calls)
  • Re‑opens / Escalations

Acknowledgements

  • Client: Dr. Lal Pathlabs
  • Partners: CTI/ACD provider (where applicable), internal QA leadership
  • Our Role: CSAT application, QA audit framework, call‑to‑ticket integration, dashboards, governance

Disclaimer

Prepared for marketing and educational purposes. No confidential data or customer‑identifiable information included.