Baruti achieves double-digit performance gains with Diabolocom CCaaS

Baruti is a Kosovo-based service provider specializing in business process outsourcing (BPO), with a strong focus on customer relations for German-speaking companies. With 350 employees, its business is centered on providing an excellent customer experience. Baruti delivers nearshoring solutions for German and English-speaking markets from Kosovo, specializing in customer experience, back-office, and market research, and has earned a reputation as a leading boutique provider.

Baruti sought a modern solution: performant, scalable and easy to administer

In 2021, Baruti opted to modernize its contact center management. The existing tools no longer adequately addressed the company’s requirements, exhibiting insufficient centralized control, limited adaptability, and constraints in new project management.

Sadik Islami, Head of Operations, who has been with the company from the outset, is responsible for the day-to-day running of operations, team satisfaction, workforce planning and the integration of new technologies and customer projects. When the Baruti team set out to modernize their contact center, Sadik had clear objectives, dependable processes, motivated teams, and consistent service quality.

He explains:

As a result, Baruti needed a practical, scalable, and modern platform that offered significant configuration autonomy and could address their varied business requirements. The supplier’s ability to respond quickly and act as a trusted partner was also a decisive criterion.

Why Baruti chose Diabolocom: measurable performance, rapid control, and dedicated expert support

Baruti chose Diabolocom for its proven operational gains, range of control over changes, and direct access to expert support.

The autonomy offered by the platform has been a decisive advantage. Baruti’s campaigns and service lines are more agile than ever because teams can update call scenarios, configure numbers, and set up voice mail boxes in minutes without IT tickets or outside vendor support. 

The same applies to Diabolocom’s customer support: “We always have the same people to talk to. Support is available, competent and solution-oriented, even in non-emergency situations.

Agility and intelligent routing that speed service and reduce workload

Since its implementation, Diabolocom has powered a wide range of Baruti customer projects, from simple inbound call flows to more complex call scenarios often requiring, multi-skill routing strategies. 

A key breakthrough has been adding intelligent email routing: using keywords in the subject lines,  messages are automatically sent to the right team, based on agents’ skills and responsibilities. Routing logic has lightened the load on supervisors and significantly accelerated the processing of requests.

On the telephony side, agility is built in. Onboarding new agents, adjusting schedules or testing new scenarios are now done in a matter of minutes. Automating more and enabling faster workflow completion has removed the manual triage that used to bog down agents, and keeps operations efficient as it strengthens collaboration and trust with clients. A win-win for Baruti. 

Turning real-time customer feedback into performance gains

One of the most impactful projects was deploying after-call surveys (ACS) for a strategic client. Immediately after each interaction, customers rate their experience on key criteria like friendliness, competence, and call length. Responses are captured using a five-star scale and automatically analyzed daily. 

Data from ACS is vital to boutique BPOs like Baruti, as it benefits everyone and informs new business insights:

• Supervisors can pinpoint where service needs improvement without reviewing every recording. 
• Agents get recognition when scores are high. 
• New hires receive targeted coaching when scores drop, accelerating ramp-up and improving quality. 

By closing the loop between feedback and action, Baruti improves first call resolution, customer satisfaction, agent performance, and client retention; all without adding headcount or wasting countless hours on manual tasks. 

Tangible results in reachability and productivity

The collaboration with Diabolocom has produced positive results in terms of contact center activity. Between April 2023 and April 2025, Baruti noted :

• +11% in reachability
• +15% productivity
• – 20 seconds average post-call handling time
  

These indicators demonstrate the intertwined nature and mutual reinforcement of technological flexibility and operational excellence.

Baruti is eager to implement Diabolocom’s AI products for further efficiency gains

Baruti is actively planning for the future, with artificial intelligence serving as a cornerstone in its pursuit of continuous service quality enhancement. Among the avenues under consideration are automated call analysis and the identification of coaching requirements.

Sadik asserts, “We are prepared and eager to explore Diabolocom’s forthcoming advancements in AI.”

A trusted partnership that drives control, quality, and innovation

For Baruti, Diabolocom is more than a technology provider — it is a strategic partner that understands their business challenges and consistently delivers measurable value. By meeting all of Baruti’s requirements for performance, scalability, control, and ease of use, the company can maintain complete oversight of processes, deliver high-quality service across a diverse client base, and adapt quickly to stay competitive in the BPO sector.

This long-term collaboration is built on trust, shared goals, and a commitment to delivering results for customers in German and English-speaking markets.