Customer Case Study
How a Major European Sports Retailer Transformed Contact Center Quality at Scale
Before Gravite, quality management was limited, fragmented, and too slow to detect what really mattered across 20,000 monthly interactions.
Unrepresentative Evaluation
Only 2 to 3 calls evaluated per agent per month. A manual process giving a partial, unreliable view of actual quality.
Generalist Agents
All agents handled all contact reasons — orders, returns, loyalty, seasonal rentals — leading to dispersed skills and difficulty reaching excellence on any specific topic.
No Visibility by Topic
No way to know which contact reasons had low quality scores, where dissatisfaction was concentrated, or which agents performed best on which topics.
Late Detection of Issues
Without automation, problematic behaviors — like abusive call hang-ups — were only detected by chance, sometimes several weeks after they started.
How does a contact center move from
3 evaluations a month to 95%+ call coverage?
On 600 calls, knowing your refund score is 40 while your loyalty score is 80 — that’s simply not the same as 3 evaluations in a month.
From Spot-Checks to Full Coverage
Moving from 2–3 manual evaluations per agent per month to 95%+ continuous call analysis transformed the quality team’s ability to coach, act, and decide with confidence.
Targeted Coaching & Training
Supervisors no longer spend hours listening to random calls. They focus directly on low-score conversations. The trainer knows exactly who to coach and on which topic — saving hours every week.
"It saves so much time — the trainer knows exactly who to bring to a workshop and on what subject."
Data-Driven Decisions
at Every Level
Gravite’s data revealed that agents specialized on a single contact reason — like the loyalty program — consistently outperformed generalists on that topic. This insight led to a structural reorganization of the team, based entirely on data.
Which agents have the lowest scores on refund calls this week?
How does quality score on loyalty topics compare between team A and team B?
Which criteria declined the most since last month?
Show me all calls scoring under 60 points from yesterday — who handled them?
Before & After Gravite
Evaluation Coverage
Issue Detection Time
Abusive Call Hang-ups
Quality Visibility by Topic
Supervisor Debrief Time
Agent Specialization
It hasn’t happened again since they know we can detect it.
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See how Gravite transforms your quality management in real time.
Frequently asked questions
What is Gravite and how does it improve quality monitoring?
Gravite is an AI-powered real-time Quality Monitoring platform designed for customer service and call center teams.
Unlike traditional quality assurance tools based on manual sampling, Gravite analyzes 100% of customer interactions — calls, emails, chats, tickets — to provide continuous and objective Quality Monitoring.
With Gravite, organizations move from reactive audits to real-time performance monitoring at scale.How does Gravite’s AI quality monitoring work?
Gravite uses advanced AI to:
- Analyze every interaction automatically
- Evaluate performance based on predefined quality criteria
- Detect weaknesses, risks, and improvement opportunities
This ensures:
- Bias-free quality monitoring
- Consistent evaluation standards
- Real-time insights into agent and team performance
Gravite transforms quality monitoring into a strategic performance driver.Does Gravite analyze 100% of interactions?
Yes.
Traditional Quality Monitoring tools review only a small percentage of interactions. Gravite provides full interaction coverage, eliminating blind spots and sampling bias.
This allows:
- Accurate performance measurement
- Early detection of quality issues
- Reliable trend analysis
With Gravite, Quality Monitoring becomes comprehensive and data-driven.How is Gravite different from traditional Quality Monitoring tools?
Traditional Quality Monitoring:
- Relies on manual reviews
- Uses limited sampling
- Provides delayed feedback
Gravite:
- Uses AI-powered real-time quality monitoring
- Analyzes 100% of customer interactions
- Detects issues instantly
- Enables proactive management
Gravite replaces static audits with continuous quality intelligence.Can Gravite integrate with our existing tools?
Yes.
Gravite offers 30+ connectors and integrates seamlessly with:
- CRM systems
- Contact center platforms
- Ticketing systems
- Voice and chat solutions
This makes it easy to centralize all customer conversations into one AI-powered Quality Monitoring platform.Is Gravite compliant with GDPR and data security standards?
Yes.
Gravite ensures:
- Servers hosted in France
- Data encryption in transit and at rest
- GDPR compliance
- Pre-processing anonymization before AI analysis
Our Quality Monitoring platform is trusted by highly regulated industries such as banking and insurance.How does real-time alerting work in Gravite?
Gravite’s real-time Quality Monitoring includes proactive alerting.
The platform automatically detects:
- Quality deviations
- Compliance risks
- Spikes in customer frustration
- Performance drops
Managers receive targeted alerts only when action is required, turning Quality Monitoring into immediate operational impact.Can we customize quality criteria in Gravite?
Absolutely.
Gravite adapts to your Quality Monitoring framework.
You can define:
- Custom evaluation grids
- Compliance standards
- Performance metrics
- Coaching priorities
This ensures that Quality Monitoring aligns with your operational goals.What ROI can we expect from Gravite Quality Monitoring?
Organizations using Gravite typically see:
- Reduced manual QA workload
- Faster issue resolution
- Improved CSAT and NPS
- More effective coaching
- Better agent performance visibility
Gravite turns Quality Monitoring into measurable business value.Is Gravite a surveillance tool?
No.
Gravite is a performance improvement and Quality Monitoring platform, not a surveillance system.
Its purpose is to:
- Provide objective insights
- Identify strengths and weaknesses
- Support data-driven coaching
- Elevate overall service quality
Gravite empowers managers and agents with actionable intelligence.