A Leader’s First Ask: “Show Me the Numbers”
When new leadership took over a national financial services contact center, their first request was straightforward:
“I need to see the numbers. When I got here, I asked for metrics. It took days to get them—and even then, they were outdated or didn’t match. I couldn’t make fast decisions, let alone drive improvements.”
But what should have been easy—getting a handle on performance metrics—turned out to be a wake-up call.
“We’d ask for QA scores, AHT, customer satisfaction—and we’d get multiple versions of the same story. Reports were slow, inconsistent, and already stale by the time they hit our desk. It was frustrating, especially when we were trying to move fast and improve processes.”
Setting the Stage: Distributed Teams, Disconnected Systems
The center supported a high-volume, multi-tiered customer service model. Roughly 90% of interactions were handled by Tier 1 BPO partners in Mexico and Jamaica, while Tier 2 escalation and back-office work was managed internally. The setup was strategic—but performance management across partners, roles, and tools was anything but seamless.
“It felt like every team had their own version of the truth. Some folks pulled from Medallia, others were in Eleveo. QA was done in Excel or not at all. Nobody was working from the same source.”
The core systems in place included:
- Eleveo for workforce management and call recording
- Medallia for voice of customer surveys and customer satisfaction scoring
- Manual QA evaluations done by supervisors or QA analysts using spreadsheets or shared files
- CRM, CCaaS and other infrastruture solutions
Supervisors tried to coach. But documentation was scattered. Reporting was inconsistent. And agents—the people closest to the customer—had little to no access to the data that defined their performance.
“Our agents would get a number—like a CSAT or QA score—but they had no idea what it meant or what to do with it. That’s not coaching. That’s just scoring.”
Key hurdles included:
- Siloed tools across QA, VOC, WFM, and CRM (including Eleveo and Medallia), with no consolidated reporting.
- Manual coaching documentation stored on spreadsheets and desktops, making visibility and standardization nearly impossible.
- Data delays that kept leaders reactive and left agents in the dark.
- Uneven coaching—managers had insight, but agents didn’t understand why their numbers mattered or how to improve them.
Why a solution was sought out...
Launching the AI Platform for Performance and CX Management.
The decision to implement AmplifAI isn’t just about fixing reporting gaps—it’s about redesigning how performance is understood, acted on, and improved across the entire organization. From internal teams to BPO partners, everyone now shares a common language of metrics, coaching, and accountability.
Leadership builds buy-in through a phased rollout. It starts with clarity and trust in the data—validating numbers, explaining goal logic, and ensuring every team understands how performance is measured and why it matters. Throughout this process, the team is supported by AmplifAI’s veteran group of contact center experts, who provide hands-on guidance during rollout and continue sharing best practices through recurring success and strategy sessions.
“We start with data trust. We validate the numbers, explain where they come from, and show teams how the goals are set. Once they believe the data, we can move forward.”
Once the foundation is in place, the focus shifts to coaching. But not just more coaching—better coaching. Sessions are tracked, standardized, and personalized to each agent. The responsibility extends beyond supervisors to include QA and training staff, turning coaching into a shared, embedded practice.
“Our support teams are with the agents every day. They know the calls. They see the gaps. So we give them the ability to coach, too. It’s a team effort.”
This structure helps the enterprise operate with greater agility—resolving issues faster, improving quality, and driving consistency across all lines of business. AmplifAI becomes the hub where data, development, and decisions converge.
One System. One Standard. One Team.
At the same time, the team ensures that this same structure extends to their BPO partners—who handle 90% of total call volume. Success requires alignment across all contributors, so BPO adoption follows the same path: build trust in the data, clarify expectations, then activate coaching and performance workflows.
“We don’t give them everything at once. We walk them through it—what the platform does, how the metrics work, and why they matter. That trust comes first.”
Once onboarded, BPOs operate with the same visibility, goals, and tools as the internal teams. They participate in coaching, contribute to scorecard reviews, and share in accountability. The result is a unified network of performance partners, all measured the same way and working from the same playbook.
With AmplifAI in place, the entire ecosystem—internal and external—operates with the same metrics, the same coaching structure, and the same expectations.
AmplifAI enables them to:
- Create a shared performance language across internal teams and BPO partners
- Visualize key metrics—from QA and AHT to CSAT and FCR—inside a single, trusted hub
- Launch coaching workflows that empowered supervisors, QA, and training staff alike
- Foster healthy competition via unified scorecards, coaching dashboards, and gamified engagement
Using Our Key Metrics to Drive Repeatable Performance Improvement
With data unified in AmplifAI and performance flowing in real time, the team focuses on actioning insights across six core metrics:
- Quality Scores, based on custom QA forms
- First Call Resolution (FCR), sourced from Medallia
- Customer Satisfaction (CSAT)
- Average Handle Time (AHT)
- Transfer Rates, especially within Tier 1 BPOs
- Coaching Frequency and Coverage, generated by AmplifAI
- All unified and visible within AmplifAI
Quality is the lead focus. While AHT has budget implications, leaders recognize that quality has a direct tie to customer outcomes, compliance, and retention.
“You can hit your AHT goal—but if you give the wrong information or skip a step, that’s not a win. Quality is what sticks with the customer.”
Transfer rates also get attention. If a Tier 1 agent doesn't resolve the issue and passes the call to Tier 2, that is friction. The goal is to lower transfers by coaching Tier 1 agents to resolve more calls themselves. Anything above 10% triggers follow-ups and coaching cycles.
And coaching isn't anecdotal anymore—it is measured, reviewed, and tied to outcomes.
“When coaching dipped—like when we lost a QA resource for a few weeks—we saw the impact almost immediately. Metrics dropped. Now we know: coaching frequency drives performance.”
Creating Clarity Across The Org Chart with Unified Analytics and Insights
With everyone working from a single system, transparency is now the norm. Weekly scorecard reviews bring together internal leaders, BPO site managers, and QA teams—all on the same call, reviewing the same dashboard.
“There’s no more mystery. You can see how each team is doing—and more importantly, what they’re doing to improve. And now, teams are learning from each other.”
Gamification introduces friendly competition, but the real motivator is clarity. Agents check their metrics daily. Supervisors coach with precision. Managers plan proactively based on real-time insights.
Senior leaders rely on AmplifAI’s analytics suite and Power BI integration to get a consolidated view across programs—tracking trends, comparing performance, and adjusting goals as needed.
“Supervisors use it to coach. Leaders use it to plan. Executives use it to forecast. That’s the beauty of it—everyone’s using the same tool, in their own way, to get better.”
A Culture of Coaching: Coaching is Key
What begins as a tech deployment quickly becomes a cultural shift. Coaching turns into a daily habit. Recognition becomes woven into the workflow. And performance conversations move from vague to data-driven and actionable.
“Now we’ve got agents asking for feedback. They check their dashboards. They know what coaching they’ve had and what’s coming. That kind of engagement used to be rare. Now it’s normal.”
Across the BPO network, the dynamic shifts too. Teams stop competing in isolation and start sharing playbooks. A high-performing site walks others through their approach. Another site tries it, tweaks it, and improves.
“Coaching is key. That is the focus—we’re always trying to improve. And our most important aspect is the agent.”
What’s Different Now
This financial services contact center no longer scrambles to explain last week’s performance. They manage it in real time. Coaching is documented, consistent, and scaled. Metrics are aligned across internal and outsourced teams. And every role—from agent to VP—has a clear, reliable view of what’s working.
“Before, we were spending all our energy stitching together reports. Now, we spend it improving outcomes. That’s the shift.”
And at the core of that shift? A simple but powerful philosophy:
“It’s always been about the agent. AmplifAI just gave us the visibility, the structure, and the momentum to act like it.”
Key outcomes:
- Coaching is part of the culture—everyone gets coached, and now it’s tracked, reviewed, and improved regularly.
- Agents gain visibility into their own voice of customer feedback and performance, sparking self-correction and motivation.
- Supervisors learn to coach better—with real-time data guiding when, what, and how to coach.
- Senior leaders use analytics to evaluate trends, adjust targets, and drive strategic improvements.
- BPOs are true partners—working from the same scorecard, reviewing performance together, and sharing best practices across borders.
And for this leader—someone who’s spent their career navigating the complexity of enterprise operations—the real impact comes down to something deceptively simple: getting everyone on the same page everyday.
