Contact Center AI for BPOs and Outsourcers

BPO Consistently Outperforms Competitor on Partner Scorecard

This global business services company implemented AmplifAI's AI-driven performance enablement platform for one of their advanced tech support (ATS) contact center teams in December 2022. The BPO’s goal was to outperform their competitor on their client’s partner scorecard.

Since implementation, the BPO’s AmplifAI-enabled team achieved remarkable results, improving their performance gap by over 30 points. Today, this call center team not only surpasses their competitor on the partner scorecard but also excels in many other areas.

Better Scorecard Performance Increases Revenue for BPO

In the client scorecard performance, the BPO’s gap to their competitor reversed by over 130%. This resulted in increased pay-for-performance payouts as well as an increase in the client’s market share.

When looking at customer experience, the BPO improved the gap between themselves and their competitor by 150%. Now the BPO leads with stronger customer survey result

BPO Delivers Exceptional Customer Support with AmplifAI

With AmplifAI, the BPO has seen a 13% increase in issue resolution. This team is now outperforming a deeply tenured competitor ATS team – achieving the client’s two highest months ever for ATS issue resolution.

But they’re not just resolving issues faster, the team is also improving the customer experience.

The BPO’s client frequently collects and reviews customer surveys. Since adding AmplifAI, this ATS team has decreased the number of bottom two box survey results – the lowest survey results – by 40%. In fact, when looking at agent communication, the BPO has finished in first place over their competitor four times in the last seven months.

BPO Continues to Meet and Exceed Engagement Targets

But wait, there’s more!

AmplifAI’s positive impact on this BPO didn’t end there. This particular ATS team is either meeting or exceeding the engagement targets across all levels.

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BPO Brings Expertise and Top-of-the-Line Contact Center Technology

Customer support is essential. But for this global BPO, customer care is their entire business.

A global BPO partners with companies to provide stellar, multi-channel customer support. With tailored plans custom to each client, they pride themselves on delivering top-notch support and years of expertise to achieve its client’s specific goals.

While the outsourcer brings decades of contact center expertise to their clients, one of the tools they added to their toolbox is AmplifAI.

Maximizing Performance and Efficiency with AI Software

One of their clients — a consumer goods retailer — was looking for contact center support primarily for their retail service team. Like many clients, the consumer goods company split their outsourced contact center work between this BPO and another BPO.

In this client's case, the outsourcer's associates handled the phone, email, and online chat questions related to choosing the appropriate product, troubleshooting minor mechanical issues, and identifying the correct replacement parts. The BPO assigned two call centers to the retailer — one in Ohio and another in Panama.

But the retail client wanted more than just the support services. They challenged them to bring forward-thinking technology to improve customer experience.

The BPO introduced its client to AmplifAI — it was love at first sight!

AmplifAI’s software utilizes AI (artificial intelligence) to analyze the output and metrics of associates across several areas, including AHT (average handle time), NPS (net promoter score), and CSAT (customer satisfaction). AmplifAI provided supervisors with data-driven Next Best Actions (NBA) to improve each agent’s performance, and supervisors also received intelligently-gathered coaching directions to improve their own coaching efficiency.

BPO Outperforms Competitor and Lands New Lines of Business

Since implementing AmplifAI, the BPO has reduced the retailer’s time to proficiency (TTP) of new hires by over 20%. The retailer previously reported the TTP of new hires to be around 75 days. Now that’s been reduced to 60 days — sometimes as low as 45 days!

Beyond the impact on TTP, the outsourcer has driven some incredible results, including:

• 6% increase in overall customer satisfaction from email conversations
• 100% task completion rate for both phone and email (originally 78% and 76%, respectively)

The consumer goods retailer was impressed by the significant performance difference between the outsourcer's agents and those working for the BPO’s competitor’s agents. After a few months, the retailer decided to move all the competing BPO seats over to them.

But the growth didn’t stop there.

Due to this increased business, the retailer has decided to move additional lines of business over to the outsourcer. In this case, these new lines of business meant offering customer support services in other geographic regions outside of the United States.

Additionally, to support all the traffic from their client, the BPO has now expanded its client’s coverage to an additional call center in Costa Rica.

This additional headcount from the new lines of business, combined with the decrease in TTP, allowed the BPO to increase its business volume by 70%.

Software Provider Brings Contact Center Expertise and Partnership

Expert coaching is a critical factor in the BPO's success. The BPO knows their clients expect them to deliver contact center expertise that comes only from years of experience in the field and from using optimized software to deliver those results.

The outsourcer utilizes many excellent technology options, but software can only go so far. Regarding AmplifAI, the BPO has found a partner, not just another tool.

The teams at the outsourcer and AmplifAI have weekly meetings to discuss the progress of associates and supervisors, set weekly goals, and create plans of action to achieve them. Almost every member of the AmplifAI team comes from a contact center background, so when they provide recommendations, they can be confident they’re coming from a place of experience.

In addition to the weekly meetings, the AmplifAI team also hosts quarterly business reviews.  Beyond the plethora of data collected within the software, the software team tabulates various additional reports to show overall quarterly progress.

Veteran and New Supervisors Benefit from Improved Coaching

While their retail client is thrilled with the results, the BPO has seen the impact of AmplifAI beyond just this one customer.

Veteran task managers are better equipped to identify whom to coach and how to coach in a way that optimizes their team’s performance. With the ability to plan their day more efficiently, experienced supervisors have more meaningful conversations with their associates.

When it comes to new supervisors, intelligently-generated action plans and recommendations are helping them learn how to do their job more efficiently from day one. While new task managers are often trained on timecard management, HR paperwork, and internal processes, there isn’t always training on how to coach their team. AmplifAI is helping fill that critical gap.

The outsourcer has been pleased to see the significant impact of AmplifAI on this client — all in less than a year.

The BPO prides itself on delivering top-notch customer experiences. AmplifAI is not only helping them deliver on their promises to their customers, but it’s helping the outsourcer quickly prove its value. The team at the BPO cannot wait to roll AmplifAI out to many more clients.

Opportunity

The operations team received multiple reports and dashboards with data across many different KPIs. Supervisors were spending too much time manually analyzing data and trying to determine coaching actions instead of engaging with and coaching agents. Their leaders wanted:

1. Easy to see and understand performance data and where everyone stood against goals, their team and program
2. System generated intelligent coaching actions and recommendations for supervisors
3. A better understanding of the effectiveness of coaching
4. Gamification to drive team engagement and competition

Previous Pain Points

• Inability to meet monthly AHT goals caused lost revenue and reduced profitability
• Lots of tools and manual processes reduced time for coaching
• Supervisors were not able to determine agent specific actions and insights for coaching
• Difficult to engage, motivate and coach agents and supervisors in a remote work environment

AHT reduced 8.7% in 3 months post AmplifAI

“AmplifAI helped create easy to understand agent, supervisor and leadership dashboards that integrated all performance into one single tool. The system automatically created coaching and recognition tasks which allowed our supervisors to spend 40% less time reviewing data; this allowed them to spend more time coaching and recognizing team members. The solution allowed us to drastically increase the volume and quality of coaching and recognition as well as focus coaching on agent specific performance metrics and behaviors in their coaching sessions. The result was significant improvement in AHT.”

Director of Operations, BPO Director for North American Telecom Enterprise