“It’s been a culture change - the whole coaching method. We can see where we have issues, and then our Supervisors get tasks on what and who to coach. It’s all documented and even recorded so we can evaluate our coaches. It saves time and saves money. Clients want to see how you manage performance…before implementing AmplifAI, it was really hard to show them” ”
Matt Hunt, VP Operations
Alltran understands that delivering exemplary service requires humans, technology, financial, and process resources to all work harmoniously together, but that that these components can be challenging and costly to implement. As a Contact Center BPO, Alltran wanted to improve productivity and billing utilization, while also freeing up Supervisor time for development activities, and evolving Supervisor coaching competency. Alltran looked to AmplifAI to help them take their performance, and performance management, to the next level–where technology augments humans, empowering engagement and driving results.
Alltran implemented AmplifAI and experienced the following:
Results data from the three months following their Q1 implementation, showed month-over-month reductions in Non-Productive Aux time, Idle Time and Handle Time, and delivering net increases in Productivity/Billable Utilization and Quality.
Alltran increased Quality by 15%, reduced overall Idle Time by 40%, overall Non-Productive AUX time by 2.6% and Handle Time by 12%, yielding an increase in Productivity and Billable Utilization across its customer service contact centers of 9.92%!
Alltran, a conglomerate of what was formerly the United Recovery Systems family of companies, provides customer contact and receivables management services for Healthcare, Financial, and Education institutions.
As a Contact Center Business Process Outsourcer (BPO), Alltran is focused on providing services that decrease cost and increase efficiency, while delivering exemplary patient and customer care.