"An evaluation used to take about 15 minutes before. With Modjo, we've cut that time in half."
Fabien Nahum, Director of Performance and Transformation at Teletech

The Company

For over 25 years, Teletech has been the leading independent French call center specializing in customer relations, with more than 1,000 agents in France. These experienced professionals utilize omnichannel solutions to offer businesses a smooth and successful customer journey.

In 2024, Teletech recorded a 20% growth in revenue, driven by a new strategy that reinforced ongoing initiatives in digitalization, automation, and the integration of artificial intelligence for the benefit of both customers and employees.

In this context, Modjo supports Teletech in upskilling all its agents to achieve the operational excellence expected by clients and to harmonize practices.

1. Time Savings in Quality Control

Before Modjo, a 5-minute call required 15 minutes of research and review by supervisors. Multiplied by the number of agents on the floor, this made quality analysis extremely time-consuming.

Thanks to Modjo, the time spent searching and analyzing a conversation has been reduced from 15 to 7 minutes, according to Fabien Nahum, Director of Performance and Transformation. The platform centralizes recordings, scripts, and transcriptions, making information easily accessible and offering supervisors greater transparency into what’s happening on the floor, allowing for more targeted coaching.

“It’s super fast; it’s a huge time saver.”

• Corinne Bignon, Quality Manager at Teletech.

2. Easier Agent Coaching Thanks to AI

In telemarketing and customer service, the diversity of campaigns generates such a large volume of calls that it’s humanly impossible to listen to or annotate everything.

According to Fabien Nahum, Director of Operations Performance, supervisors “were paralyzed by administrative tasks and didn’t have time to focus on upskilling agents.”

Modjo initiated a “cultural shift” at Teletech: supervisors, freed from time-consuming administrative tasks, can now focus on individualized agent support. AI-assisted identification of training needs is made easier with quick access to call recordings and transcriptions.

Teletech now evaluates agent performance more efficiently with Modjo's evaluation grids and highlights the expertise of top salespeople.

This evolution is measurable: during campaign follow-ups, managers can track supervisors' actions directly on the platform through Analytics and guide them toward optimal use of Modjo.

“The immediate access to words, the transcription, the recording itself, and the classification of an agent’s recordings is very practical for us. Supervisors are all very excited about using the tool.”

• Corinne Bignon, Quality Manager at Teletech.

3. Detecting Customer Dissatisfaction

Before Modjo, identifying the sources of customer dissatisfaction was complex and imprecise. Call analysis was limited by the available tools and the supervisors' lack of time.

With Modjo’s customizable topics, Teletech can now identify keywords and expressions that reveal customer dissatisfaction. This AI-powered automated analysis helps to understand the causes of client frustration and adapt practices to improve overall satisfaction.

4. Who Would You Recommend Modjo To?

“What I really appreciated about Modjo is its semi-automated AI aspect. It’s the kind of tool perfectly suited for business transformation. It’s a highly customizable tool offering all the essential features that allow a company to embrace AI. We can tailor it to our needs while saving time.” Fabien Nahum, Director of Performance and Transformation at Teletech

Teletech’s Favorite Features

“What I love about Modjo is the solution's ergonomics and ease of use. And that’s key in an organization.” Fabien Nahum, Director of Operations Performance.

• Topics & Tags: Easily find a call to review.
• Call Reviews: Evaluate agents directly within the Modjo tool.
• Analytics: Track the number of listens and comments.‍