The Brightstar Group has further rolled out its deployment of Yabber Global’s call monitoring and training platform.

In April 2020, the specialist distributor agreed a deal with Yabber Global regarding regulatory call monitoring and training; since then, Yabber Global has scanned, reviewed and scored more than 6,000 minutes from over 250 fact find and regulatory calls.

Brightstar Group now intends to use Yabber Global to monitor and score all calls as part of its ‘Approach to Customer Excellence’ (ACE) programme.

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The Yabber Global platform combines artificial intelligence (AI) and real contact centre experience to analyse customer telephone interactions to identify opportunities for further training and development.

Rob Jupp, chief executive at The Brightstar Group, said: “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 is 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.”

Brian Pitt, chief executive at Yabber Global, added: “I am 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.”