Case Study: Boosting Call Center Efficiency and Operational Transformation with MonoChat
Title
Workload Reduced by 40% and Customer Satisfaction Doubled with MonoChat
Objectives
The Call Center’s primary goals were:
- Consolidate WhatsApp, Instagram DM, and WebChat channels into a single interface
- Automate first contact through chatbots
- Reduce agent workload and shift voice calls toward digital channels
- Automate CSAT measurement
- Improve response time with AI-based routing
- Provide daily performance insights to operations managers through a unified dashboard
Solution
The Call Center fully digitalized its customer communication workflow using MonoChat’s AI Orchestration Platform and advanced modules.
WhatsApp & Digital Channel Integration
All communication channels were integrated into MonoChat:
- WhatsApp Business API
- Instagram DM
- WebChat Widget
Agents can now manage all conversations from one unified screen.
AI-Powered Chatbot for First Contact Automation
Using MonoChat’s AI + Rule-Based Fusion Chatbot, the system started automatically handling:
- Shipment status
- Order inquiries
- Technical support
- Account & membership operations
- Campaign information
This enabled the Call Center to resolve a large portion of inquiries without agent involvement.
Smart Routing & Queue Management
A custom routing model was built for the Call Center’s complex operational structure:
- AI intent analysis for accurate department routing
- Priority queues for VIP customers
- Skill-based routing to assign conversations to expert agents
- Dynamic distribution based on workload
This structure significantly increased agent efficiency.
Automated CSAT Measurement
At the end of each conversation, MonoChat’s WhatsApp Flow automatically collected:
- CSAT score (1–5)
- Open-ended customer feedback
- Agent-specific performance rating
All metrics became instantly accessible through a real-time dashboard.
Reporting & Manager Visibility
A comprehensive dashboard was designed for Call Center managers, including:
- Daily message volume
- Bot resolution rate
- Agent performance scores
- SLA metrics & response time
- Channel-specific traffic
- CSAT reporting
Managers can now monitor performance at a glance.
Results
Within just the first 6 weeks of MonoChat implementation:
| Metric | Result |
|---|---|
| First-contact bot resolution rate | 58% |
| Agent workload | 40% reduction |
| WhatsApp response time | 65% faster |
| Shift from voice to digital channels | 33% increase |
| CSAT score improvement | 2× increase |
| Queue waiting times | 45% shorter |
| Operational costs | Noticeably reduced |
Summary
These results demonstrate that MonoChat is not just a messaging tool, but a powerful platform enabling true operational transformation in call centers.