The Brightstar Group has announced a further roll-out of the Yabber Global call monitoring and training platform, which it first adopted in April.

Yabber monitors and scores all telephone calls as part of Brightstar’s Approach to Customer Excellence programme which has been embedded within the business to measure and improve all aspects of its service.

In the first six months of use, Yabber has scanned, reviewed and scored more than 6,000 minutes from over 250 fact find and regulatory calls.

The Yabber platform combines Artificial Intelligence (AI) and real contact centre experience to analyse customer telephone interactions. Using this data Yabber can identify opportunities for further training and development, as well as providing assurance that customers are being treated fairly and all compliance requirements are being met.

Brightstar is rolling out the technology to monitor more of its calls as part of its ongoing commitment to continuing to set new standards of training and professionalism in the specialist distribution sector.

The Brightstar Group chief executive Rob Jupp says: “We launched with Yabber Global in April as we recognised the power of AI in analysing calls and providing better informed development feedback to our people.

“It’s proven to be a real success in helping us to ensure consistent high standards across the teams, particularly with people working from home. So, it made sense to roll out the technology to support our ACE programme and the ongoing development of our people and our service.”

Yabber Global chief executive Brian Pitt adds: “I’m really pleased that Brightstar has seen the benefits of Yabber so soon into our relationship with them and how the combination of technology and human expertise can enhance the service it delivers to intermediaries and customers.

“Yabber can support regulatory monitoring, customer service measurement and training as well as providing the additional benefits of truly independent reporting to help businesses improve standards.

“At a time when more staff are working from home, which is continuing to challenge us all, our services are proving to add value to customer service teams, as working with Brightstar has proven.”