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Partnership with IBM generates savings of 5.5 million for Tahto in the 1st quarter

Present in six capital cities, with more than 10 thousand employees, Tahto is much more than a Contact Center and BPO, it is a company that believes in digital transformation to connect technology and people. Ranked as one of the best companies to work for in the Midwest by GPTW, it specializes in providing a complete customer service experience, ensuring a fluid, resolute and connected journey, with a high level of quality in service provision and with the highest of satisfaction. So much so that it has won more than 110 national and international awards, including the ABMT Award, Personalidades Cliente SA, National Teleservice Award, and international awards such as LATAM, CCW.

To maintain the leading role in the relationship and experience with customers, it is necessary to always innovate, implementing new technologies in a creative way to rethink processes and accelerate results: this is the #jeitotahtodeser. Therefore, following the strategic innovation roadmap, the company partnered with IBM to build prediction models for average answer time (ATM), call traffic, and agent workloads.

The challenges were many, as the updating of work schedules (24 hours, 7 days a week), as well as the distribution of professionals to the various operations of the company, was done on demand and often with a large portion of manual work. . To ensure maximum productivity and maintain service efficiency, it was necessary to create more efficient models to optimize the distribution of professionals, considering the numerous variables that must be taken into account within the demand planning process, such as: profile of service professionals in cells, projection of telephone traffic, seasonal variations, call peaks, average service time (ATM), average waiting time (TME), busiest hour (HMM), telemetry of computer systems, working hours, holidays, absenteeism , unavailability time between appointments, among others.

“An optimized process of regular replanning of the service cells is essential so that customers can be served quickly and efficiently”, comments Luís Ricardo Ferreira, CEO of Tahto.

To bring the best solutions to all these challenges, the companies formed a “dream team”. On one side: Business Intelligence (BI), Planning and Operations experts from Tahto, and on the other: IBM Consulting and Customer Success teams, who worked together collaboratively to implement IBM Cloud AI and advanced analytics technologies Pak for Data – IBM Watson Machine Learning and IBM Auto AI.

With this partnership, predictive modeling was created based on analysis, correlations of relevant variables and machine learning, which optimize planning and resource allocation. What’s more, IBM has empowered Tahto’s data scientists, developers and analysts to create, run and manage AI models that help with decision making.

“With Tahto, we combine our expertise in transforming data into insights, with advanced technologies to generate solid results that directly impact customer service”, explains Guilherme Caseira, Delivery Leader of the project in IBM Consulting.

With optimized sizing, Tahto gained in efficiency, maintaining the desired quality indices, with reduced costs. The implementation of technologies IBM has already generated a 5% increase in efficiency for Tahto in the first quarter of 2022, which corresponds to savings of R$ 5.5 million.

Like Tahto, your company can also count on the technologies IBM to advance digital transformation.

Source: CNN Brasil

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