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National Dental Care Transforms Call Centre QA & Coaching with Natterbox AI Advisor

National Dental Care, a leading dental care provider, sought to modernise and streamline quality assurance (QA) and coaching for its call centre team. By implementing Natterbox’s AI Advisor, National Dental Care automated manual QA processes, delivered unbiased feedback, and empowered managers to focus on high-value coaching – resulting in significant time savings, improved agent performance, and enhanced patient experience.

A dental professional in blue scrubs smiles while explaining a dental model to a patient in a dentist's chair.

Use Case

Industry

Location

 20

hours saved per month on manual quality assurance for the call centre manager.

$13,500

per year in productivity gains.

100%

of calls analysed, eliminating the need for manual sampling.

“AI Advisor has given us back hours each week, improved the quality and consistency of our feedback, and brought a new level of transparency to our team. It’s the best tool I’ve used for call centre management.”

Lynne Devine

Call Centre Manager

Challenge

  • Manual, Time-Consuming QA: Managers previously reviewed only a handful of calls per agent, relying on tick sheets and subjective assessments.
  • Limited Feedback Scope: Feedback was often binary (yes/no), missing deeper insights into call quality and patient sentiment.
  • Inconsistent Coaching: Coaching was generic and not tailored to individual agent strengths or knowledge gaps.
  • Operational Inefficiency: Manual call selection and review took up to 2–3 hours per week for managers, limiting time for strategic initiatives.

Solution

National Dental Care deployed Natterbox AI Advisor to automate QA and call coaching, leveraging AI-driven analysis of every call. Key features included:

  • Automated Call Scoring & Feedback: Every call is analysed and scored, with unbiased, actionable feedback provided for each agent.
  • Comprehensive Coverage: 100% of calls are reviewed, eliminating the need for manual sampling.
  • Customizable Prompts: QA criteria tailored to NDC’s unique patient engagement goals.
  • Visual Scorecards: Easy-to-use dashboards highlight strengths, weaknesses, and trends across the team.

Results

Since implementing Natterbox AI Advisor, National Dental Care saw significant improvements in how they managed and coached their service agents:

Significant Time & Cost Savings

20 hours saved per month on manual QA for the call centre manager – equivalent to nearly $13,500 per year in productivity gains. Coaching feedback preparation time is halved, freeing up more time for one-on-one coaching and strategic projects.

Improved Coaching & Team Performance

Objective, individualised feedback enables targeted coaching – addressing both strengths and knowledge gaps. Increased agent engagement: Agents receive fair, consistent, and transparent feedback, boosting morale and buy-in. Quality of patient conversations improved, with agents implementing feedback and exceeding KPIs more frequently.

Enhanced QA & Operational Efficiency

All calls analysed: No more reliance on call duration or random sampling. Scorecards and trend analysis make it easy to identify outliers and coaching opportunities. Faster onboarding and upskilling: Knowledge gaps are quickly identified and addressed.

Positive Change Management

Smooth, non-disruptive implementation with zero downtime for agents. Team embraced the new system after initial introduction, appreciating the fairness and clarity of AI-driven feedback.

strategy.

Looking to the Future

National Dental Care plans to expand its use of Natterbox AI Advisor by:

  • Automating post-call tasks
  • Deepening analysis of patient sentiment
  • Exploring further AI-driven enhancements across the organisation

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