Maximize Margins with High Performing Frontline Teams
Modern BPOs must generate the highest level of performance from their frontline teams in order to run a profit center, instead of a cost center. BPOs use AmplifAI's Adaptive Persona's to replicate top performer actions, behaviors and results across the operation. Supercharged teams improve agent billing utilization, associates hit their bonuses, performance penalties are avoided, and billing efficiencies skyrocket.
Grow Incremental Revenue and Volume from Existing Clients
A brand's biggest outsourcing fear is poor performing agents will damage the quality of their customer experience. BPOs utilize AmplifAI so their clients experience the advantage generated by the platforms recommendation engine. Targeted, personalized performance recommendations move low performers up a scorecard, data-driven coaching and development power faster speed to proficiency amongst new hires and keep tenured associates on a path of improvement, and winning practices are replicated across geographies.
Scorecard Improvement Example
Speed to Proficiency
Improve Retention and Save Valuable Resources
The events that trigger attrition usually involve poor onboarding, performance and/or management. BPOs rely on AmplifAI to successfully move associates through the onboarding/nesting process and consistently develop their skillsets as they mature with the operation. AmplifAI’s data-driven training, coaching and learning actions equip trainers and team leaders with the effective support needed to keep team members engaged - reducing the disruption and expenses of new hires. The platform's intelligent coaching actions increase the operation’s ability to develop team leaders into high performing coaches, creating better leader-agent relationships and long-term team success.
HR teams are spread thin within BPO’s balancing their time between managing turnover, handling employee compliance issues, recruiting talent, and overseeing organizational culture and development. BPOs use AmplifAI as a supplemental team member to the HR department by automating the mission critical actions (shift bids, compensation adjustments, monthly/quarterly/annual review) that are meaningful in reducing employee turnover, increasing overall productivity and job satisfaction.