BPO Company Transforms Its Contact Center Operations, Achieving 77% Efficiency Gains

Overview

Canadian BPO, servicing clients across North America, provides top-tier customer support outsourcing solutions for brands across a wide range of industries. With advanced contact center technology and a data-driven approach, BPO’s ultimate mission is to enhance customer experience and increase revenue through optimizing business processes.

The BPO team is hyper-focused on how they can provide better support, strengthen relationships, and drive additional value throughout its portfolio of clients. With a global team of 3,000+ agents, they were looking for a strong technology partner to help them achieve these goals at scale.

Challenges

BPO’s leadership team has always aimed to be ahead of the game. Especially in today’s world of rapid and constant innovation, the team wanted to ensure they were leveraging the latest and greatest technology to transform and elevate how they do business—namely, from a quality assurance (QA) perspective.

However, scalability is not achievable if you want to evaluate 100% of your interactions without a technology solution. The right technology solution, powered by AI and automation, is a critical piece of the puzzle.

So the team set out to search for a conversation intelligence solution that could supercharge its contact center operations, allowing the company to move from a manual QA model into a scalable, data-driven, automated approach.

BPO’s Global Sr. Manager for interaction & speech analytics was appointed to spearhead this initiative. They were a two-time Observe.AI customer, so when asked about recommendations for a conversation intelligence and speech analytics technology solution to take BPO’s contact center operations to the next level, they immediately suggested Observe.AI.

“Having worked with Observe.AI for several years and as a two-time customer, I’ve had the chance to see the product development and the innovation over the years,” said the Global Sr. Manager of interaction and speech analytics. “The Observe.AI team has been consistently listening to their customer base, as I’ve shared product feedback and seen it come to fruition over time.”

The Global Sr. Manager then became the force that would lead the charge with internal efforts—driving implementation as well as the adoption of Observe.AI on the BPO’s side. “Our biggest goal was to get more out of our business—and in order to do this, we needed to move from the traditional approach of randomly listening to calls on a daily basis to shifting to a data-driven, technology-first approach to scale our QA efforts, increase our agent efficiency and drive business results.”

Results

And drive business results, they did.

The BPO team is leveraging Observe.AI with a select number of their end clients, one being a utilities and energy company. The company was experiencing a myriad of challenges, including compliance risk, operational efficiencies, and, to top it all off, a lack of meaningful business insights, which made it unable to pinpoint where these issues were starting.

This particular client’s business model involved collections, and its agents were required to complete a call recording disclosure script. The Global Sr. Manager narrowed down a few areas of opportunity where the client could leverage speech analytics and conversation intelligence to ensure agents were completing their required scripts, as well as identify any other ongoing issues.

During implementation and setting up the BPO’s Observe.AI instance, the team began to design “moments” to tackle these business challenges and move towards solving the problems at hand.

They designed a “moment” to capture the actual call disclosure scripting, which then helped the operations team track agent compliance. Over the course of one quarter, the team realized a 40% increase in compliance, and they are continuing to see compliance improvements.

Before Observe.AI, the quality assurance (QA) process was entirely manual, and each 21-question evaluation took the QA and team leaders 30 minutes to properly evaluate. With the help of Observe.AI’s auto QA feature, the team has been able to automate 17 out of 21

‍Auto QA: The ability to have the machine evaluate 100% of your interaction built off of your desired “moments.’’ Things like “Did your agent demonstrate the proper call recording disclosure?”‍

The team has cut down the 30-minute evaluation period to an average of 6:48, a 77% efficiency gain, giving back each supervisor 68 working hours a month.

This significant amount of time saved per each QA and team leader has been used for other tasks that help drive business value, such as coaching, developing business strategy, and data analysis.

“Our dedicated team members are now spending more time up-leveling their roles and impact, using those 68 additional hours a month on strategic business initiatives, investing in their agents’ performance, and developing better coaching rather than the standard QA tasks,” says Global Sr. Manager.

What's Next?

The BPO team is eager to continue pitching Observe.AI to more clients in its portfolio. Through positive feedback from the current client base leveraging Observe.AI, they have a handful of anecdotes and business metrics as solid proof points to help spread the word.

The Global Sr. Manager considers himself the catalyst of Observe.AI within the BPO, and rightfully so. “Observe.AI has helped make my life easier because it is technology-infused innovation in the contact center that has up-leveled the conventional QA approach into an advanced, data-driven, strategic motion,” they say.”We have proof of concept through successful business results. The positive impact speaks for itself, which helps drive further adoption across our client base.”

The team is also continuing to innovate around how to up-level their QA team members, seeing them more as business analysts as they strengthen their Observe.AI adoption.

“Observe.AI is not just a tool; it’s a solution that guides and supports our team of speech analysts and supervisors and allows them to make a greater impact in their roles using the power of technology,” says Gloable Sr.Manager. “Observe.AI is revolutionizing the QA game as we know it.”

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