Turning Every Service Call Into Opportunity: Human + AI Performance at Scale

Original Description

Customer service is no longer just about resolving problems. It’s about unlocking opportunity in every conversation.

As part of our film series, this chapter explores McKinsey and QuantumBlack’s partnership with Entel Connect — powered by Google Cloud — to reimagine the modern contact center.

With more than 600,000 calls each month, Entel Connect faced a challenge: fewer than 1% of conversations were reviewed, leaving valuable customer signals untapped. Together, the teams developed Agent2Sales, an AI system that listens to and analyzes 100% of customer calls — surfacing intent, guiding agents in real time, and embedding insight into daily operations.

The results were measurable within weeks:

• 40% increase in inbound sales in just 10 weeks

• 2× increase in meaningful sales conversations during service interactions

• 600,000+ calls analyzed monthly at less than one cent per call

This is the shift:

• From sampling calls to listening to every one

• From reactive service to proactive opportunity

• From intuition-based coaching to data-driven performance

What began as a technology initiative became a new operating model: strengthening trust, elevating agent capability, and driving measurable growth.

The question for every leader:

What’s your next brilliant move?

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