Teletech boosts productivity by halving the time supervisors spend evaluating agents.

"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

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With Modjo, Teletech can:

• Cut call evaluation time by 50%.
• Centralize recordings, scripts, and transcriptions for immediate access to information.
• Enable personalized agent coaching through AI.
• Automatically detect customer dissatisfaction signals via customizable topics.
• Manage quality and track supervisor activity in real time with Analytics.

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Context

Founded over 25 years ago, Teletech is France’s leading independent customer relationship call center. With more than 1,000 agents across France, the company supports major clients by delivering smooth, omnichannel customer journeys.

In 2024, Teletech recorded 20% revenue growth, driven by a strategy of digitalization, automation, and AI integration. It is in this context that Teletech chose Modjo to support agent skill development and standardize practices.

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The Challenge: Time-Consuming and Inefficient Evaluations

Before Modjo, evaluating a 5-minute call required 15 minutes of searching and re-listening by supervisors. Multiplied by the number of agents on a floor, quality control quickly became extremely time-consuming.

“Supervisors were paralyzed by administrative tasks and had no time to focus on developing agent skills.”

Fabien Nahum, Director of Performance and Transformation, Teletech

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The Solution Deployed with Modjo

• CRM Filling and Transcriptions: centralization of recordings and scripts for easier access to information.
• Call Reviews & Evaluation Grids: evaluate agents directly on the platform.
• Analytics: track actions and supervisor coaching.
• Topics & Tags: automated detection of customer dissatisfaction signals.

“It’s ultra-fast, a huge time saver.”

Corinne Bignon, Quality Manager, Teletech

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Results & Impact

• Evaluation time cut in half: a call that used to take 15 minutes to analyze is now processed in 7 minutes.
• Easier coaching: supervisors dedicate more time to developing agent skills.
• Proactive detection of customer dissatisfaction: customizable topics identify frustration drivers to adapt practices.
• Strong team adoption: supervisors and managers highly value the tool.

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

Corinne Bignon, Quality Manager, Teletech

“What I really appreciated about Modjo is its semi-automated AI nature. It’s the kind of tool perfectly suited to business transformation. Highly configurable, it offers all the essential features for a company to embrace AI. It allows customization while saving time.”

Fabien Nahum, Director of Performance and Transformation, Teletech

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👉 If you too want to cut evaluation times and strengthen team coaching, request a demo of Modjo.