Case Study: Global Business Services Company achieves dramatic performance improvement with AmplifAI Solutions Inc

Advanced Tech Support Call Center Shows Dramatic Performance Improvement with AmplifAI

Global Business Services Company, a global BPO, needed to improve the performance of its advanced technology support (ATS) program and outperform a competitor on the partner scorecard. To close that gap, the company turned to AmplifAI Solutions Inc and its performance management and coaching platform.

AmplifAI Solutions Inc helped the team reverse its competitive gap and drive strong gains across key metrics. The partner scorecard variance improved from -23.56 pre-implementation to 8.65 post-implementation, customer experience scorecard performance shifted from -17.32 to 8.65, issue resolution rose from 64.92% to 73.55%, and agent communication bottom-2-box survey results fell from 28.56% to 17.13%. Engagement metrics also exceeded targets, helping the BPO lead its line of business and earn higher pay-for-performance payouts.