Open English currently has over 2 million students around the world, but few people know that this global expansion has brought significant infrastructure and technology challenges, especially when it comes to operating in multiple languages and regions at the same time.
In this exclusive case study, we spoke with Leonardo Gomes, Director of Telecommunications at Open English, about the implementation and use of one of the tools that helped the company in this process: Khomp’s Call Classifier.
So, is it possible to classify calls according to the customer’s language? How can this be done in an intelligent, automated and strategic way? Check it out:
The Strategic Decision of Call Classification
Open English has been using Khomp technology for over 5 years, with special emphasis on the solution Analytics (Classificação de Chamadas com Inteligência Artificial). According to Leonardo, this tool in call centers was decisive for the productivity of agents, providing a significant improvement in operational efficiency.
Machine Learning resulted in 95% productive calls
Implementing Khomp’s call classification system has brought significant benefits to Open English. The solution’s ability to handle multiple languages, especially in a diverse region like South America, has provided unique visibility into the operation. In addition, the use of machine learning has allowed the company to filter out unproductive calls, such as voicemails and operator messages, resulting in a productivity increase of approximately 95% in customer service.
Rapid Deployment Experience
Credibility and a dedicated team were the key factors in the project’s success. In conversation, Leonardo highlighted the efficiency of Khomp’s implementation team, mentioning that the solution was implemented in less than a week. Even in countries with logistical challenges, such as Turkey, the implementation experience was satisfactory.
This was crucial to Open English’s global expansion, enabling rapid integration and effective operation in new regions.
Topology for Multiple Language Support
With the goal of expanding into Europe, Open English invested in Khomp’s Analytics capability to support different languages and call profiles. The solution allows the company to maintain localized customer service, adapting to the different dialects and linguistic nuances in each region.
Simple and Efficient Management
Despite Open English’s significant expansion, management of its telecommunications infrastructure remains lean. With just two people dedicated to pure telephony and five for infrastructure across multiple regions, Open English has managed to simplify and streamline management. Implementing the Khomp solution, combined with Insight Cloud, has provided effective alerts and visibility, making operations more stable and efficient.
Watch the full case:
Want to know more?
Take your operation to the next level with the Khomp call classifier. Contact our Sales Consultants (comercial@khomp.com).