Case Study: BC Services achieves $70K+ efficiency savings and 30% higher agent retention with Alvaria Motivate (Alvaria)

BC Services Motivation and Efficiency through an Enhanced Employee Experience

BC Services, a leading accounts receivable management firm with over 50 agents handling thousands of calls daily, needed to boost agent motivation and speed up transitions between interactions to improve efficiency and reduce costs. The primary challenge was increasing calls handled per hour and lowering turnover without disrupting service quality.

They implemented Alvaria Motivate™, using gamified contests, rewards and targeted coaching. Within a week calls per agent per hour rose nearly 6% (about a 3% average increase overall), agent retention jumped from 55% to 88% in four weeks (≈30% improvement), cost per call fell about 3 (≈$0.08) and savings exceeded $70,000 (roughly $1,600+ per day) over the evaluation period.

BC Services