How Truecaller cut performance analysis by 75%
- 75%
- faster performance analysis
- 20+
- manager hours saved per week
A caller ID app with over 500 million installs replaced a manual performance assessment process, saving managers more than 20 hours a week.
The situation
Truecaller has over 500 million app installs, and a support team focused on constantly improving efficiency and service quality. The constraint was the performance assessment process itself: outdated, manual, and expensive in manager time.
What changed
Kaizo replaced the manual assessment cycle with automated performance data, so the analysis that used to take a manager most of a week was available continuously.
That freed capacity for the thing managers are actually needed for. Truecaller used it to upskill several senior agents into team lead positions.
The result
After 18 months on Kaizo: performance analysis cut by 75%, more than 20 manager hours saved per week, and a management layer grown from within.
Interviewed: Rohit Salian, Team Lead & QA Expert, Truecaller.
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