Telecommunications Provider Outsources CX to Competing BPOs
This Global Business Processing Organization (BPO) operates as a significant player in providing full-service customer experience solutions across Panama, Jamaica, and Colombia. With a leadership team that boasts over 20 years of industry experience, this BPO excels in addressing diverse challenges within the customer lifecycle, aiming to substantially enhance the overall customer experience.
Currently, the BPO is supporting a U.S.-based telecommunications provider through a subcontracting position. The telecom provider outsources most of the customer service tasks through various BPOs and maintains an internal scorecard ranking the BPOs against each other across multiple KPIs.
“We entered as challengers. We were willing to work with our clients, and we were so confident in our success that we accepted a variable pay rate based on performance.”
Employees Encouraged with Variable Pay Rates Based on SCR
The telecom company expects all BPOs to deliver exceptional performance. Being particularly interested in the Sales Close Rate (SCR), the company set an SCR target for the BPOs to meet.
Since this BPO was working on a variable pay rate, improving their agents’ SCR performance meant they could potentially charge the telecom client more for their services. For agents who drove an SCR above the client’s target, this BPO's agents would receive a tiered bonus based on their SCR score.
Right away they delivered excellent results in SCR and other metrics.
AI Software Leads to Faster Onboarding Process for New Supervisors
While the BPO showed impressive performance results, they needed to scale this success across all their agents.
Launching a pilot program of AmplifAI’s performance enablement software at their first location in Panamá. The platform seamlessly integrates all their agent data into a single dashboard.
Then using AI, the AmplifAI software determines the Next Best Action for each agent and the best tactics to improve those skills.
The Panamá pilot program was a big success, the BPO quickly decided to roll out AmplifAI to a second location in Colombia. AmplifAI’s platform helped the new and existing supervisors finish the on-boarding process and reach peak performance even faster than those at the first location.
Once again, the BPO started a third group of employees on the platform. Using AmplifAI, the time to proficiency (TTP) for these supervisors and agents dropped dramatically. Plus, all the insight gathered in the platform has made the BPO's supervisors even more efficient.
The BPO found AmplifAI’s performance enablement software to be a key element of their success in rising above their competition.
Software Saves Supervisor Time & Allows for More Agent Coaching
Within the AmplifAI platform, the BPO created a balanced scorecard from all the KPIs that were most important to their telecom client. Between metrics like operations, efficiency, and sales, AmplifAI revealed areas of opportunity – a time-consuming process that supervisors used to perform manually.
The BPO's supervisors are expected to spend 70% of their day on coaching and prepping for coaching. With this prep time eliminated, the number of coachings skyrocketed as supervisors could now dedicate the full 70% to coaching their team.
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BPO Increases Sales Close Rate (SCR) by 35% in 4 Months
Analyzing data from various reports to define trends and to identify main areas to focus on took a lot of time from supervisors, especially from the newly on-boarded ones, taking time away from coaching.
In just four months, the BPO increased the number of agents hitting the SCR goal by 35%. They went from having about 40% of agents achieving their client’s SCR target to now more than 54% exceeding the goal.
At one of their check-ins, the telecommunication company had big news: when it came to SCR, this Global BPO's agents were leading against all the other BPOs.
AmplifAI Software Key in Securing New Business
But this BPO's success hasn’t just been with this one client.
“We are thrilled to partner with AmplifAI. Their solution goes beyond software and is a critical tool in our process and operations cadence. AmplifAI has helped us close several deals. We now include the software in every RFP and as a part of our solutions catalog.”
