Real-Time Insights to Elevate CX & Retention

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Real-Time Insights to Elevate CX & Retention

50%
ReXuction in Escalationcs
100%
Audit Coverage Achieved
47.6%
Reduction in Onboarding Time
30%
Boost in Training Efficiency

About Livpure

Livpure is one of India’s most trusted names in water purification. With a strong product line of smartRO systems and a growing rental model, Livpure serves households and businesses nationwide. Thecompany’s post-sales operations are a key driver of its reputation, managed by a dedicated contactcenter team that oversees service delivery, escalations, and customer retention.

Challenges

Limited Audit Coverage: Only 2% of customer calls could be manually audited by the QA team,making it difficult to identify patterns or root causes and slowing down improvement efforts?
Reactive Escalation Handling: Without early warning systems, the team could only respond to issues after customer escalations occurred.
Lengthy Agent Onboarding: New agents took up to 21 days to be fully productive, due to lack of data-driven training programs

Convin's Solution

AI-Powered Call Audits: Convin’s platform enabled 100% automated audit coverage of all customer calls. The QA teamgained complete visibility into service performance, recurring issues, and agent behavior.
Insight-Driven Coaching: Supervisors used real call data to tailor coaching for each agent, cutting ramp-up time andboosting consistency across the team.
Proactive Escalation Management: Convin’s sentiment and keyword tracking allowed the team to detect at-risk interactions in realtime, enabling early interventions and reducing customer escalations.
Retention Call Monitoring: Deployed in the retention department, Convin helped verify whether agents weretroubleshooting effectively and asking the right questions to retain customers.