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Increasing sales conversion is stressful.

Global BPO improved close rate & sales conversion by 38% for their high-profile telecom client.

Case Study

Global Business Process Outsourcer

close rate
sales
productivity improvement
remote work

One of the largest BPO companies in the world, spanning 5 continents over 130 sites while employing over 100,000 people, support over 150 fortune 500 clients and has received multiple awards as a leader in the BPO industry. One of their client is a leading telecom company. They support this client across many channels spanning multiple call types from outbound and inbound customer acquisition, to back office and multi-channel support. Over 600,000,000 transactions occur between customers and their contact agents.

Their contact agents are passionate problem solvers who make lives better through positive customer interactions—at every touchpoint—across voice, chat and social. Leveraging innovative technologies, including intelligent automation and a comprehensive analytics suite. They support the world’s most respected brands with the talent and resources necessary to create insanely great experiences.

In order to high quality and top talented contact agents, the BPO has developed new technologies to recruit the best talent in the industry. Leveraging AI-driven screening tools, a chatbot and building on a millennial-focused brand…they offer 24/7 real-time engagement for new talent. They provide a powerful omnichannel advantage for their clients, helping to digitally transform their business and enhance the customer experience at a lower cost of service delivery.

Overview

Most innovative contact center solutions and global teams.

● CUSTOMER EXPERIENCE MANAGEMENT   ● OMNICHANNEL CONTACT CENTER SUPPORT  ● FINANCIAL CARE SOLUTIONS ● HEALTHCARE CUSTOMER SERVICE ● ANALYTICS AND DIGITAL SOLUTIONS

Opportunity

The BPO was struggling to maintain sales performance and retain staff. In late 2018, they migrated the business of one of the biggest telecommunications company in the United States, from a high performing domestic site to a Latin-American location. During the first couple of months, the BPO struggled to maintain performance and their Sales Conversion dropped quickly, from 30% in the domestic location to high teens during the first 90 days post launch in the new site. Sales performance challenges not only drove penalties and lost bonus incentive opportunities for the BPO, they also drove attrition to spike to over 20% monthly. During those 90 days, the team in Latin America was ranked last (9th out of 9 partners). This resulted in the client granting a competitor in the same region a portion of the head count that they supported at the time..

“AmplifAI is an invaluable part of our operation as it allows our entire organization to focus on actions and allows us to inspect volume and effectiveness of the actions such as coaching.  The AmplifAI team is a great partner as they are tuned into feedback from our agents, team leaders and site leadership.”

Global VP at BPO

Pain Points

  • Contact Agents were frustrated that they could not see how they were performing.
  • Attrition caused furious employees to miss bonuses.
  • Managers set ambiguous goals for front-line agents.

Outcomes

The BPO migrated the business of a top telecommunications company in United States from a high performing domestic site to a new, Latin America location. During the first couple of months, the BPO struggled to maintain performance and its Sales Conversion significantly dropped. Within 90-days post-launch of AmplifAI, the BPO experienced significant efficiencies and improvements for their high-profile telecom client. Team members no longer had to manually and painstakingly pull performance data from various systems, aggregate it into a scorecard, and distribute to Agent. In addition, reduction in attrition yielded reduced training expenses annually estimated at $140K USD.

Agent Retention

When agents can follow their progress and gauge their performance, they are less likely to attrit.

Coaching Effectiveness

A tailored approach to coaching based on personas of each contact agent. Managers are measured on the impact of the coaching session.

Remote Work Enablement

Integration of a Workforce Management platform improving forecasting, scheduling and live monitoring.

Sales Conversion

Data driven and performance challenges improved overall sales conversion and bonus opportunities for agents.

40%

INCREASED PRODUCTIVITY FOCUS ON ACTIONS INSTEAD OF MANUAL REPORTING

38%

CLOSE RATE
IMPROVEMENT

96%

INCREASE IN AGENT RETENTION