Case Study: Alltran achieves 9% higher productivity and billing utilization with AmplifAI Solutions

Alltran Drives 9% Increase to Agent Productivity & Billing Utilization

Alltran, a contact center BPO formerly known as United Recovery Systems, needed to improve productivity and billing utilization while also freeing up supervisor time for development activities and strengthening coaching effectiveness. To address these challenges, Alltran turned to AmplifAI Solutions Inc and its performance management platform.

With AmplifAI Solutions Inc, Alltran identified and tracked outliers across key metrics like handle time, quality, AUX use, and utilization, while also giving supervisors real-time coaching recommendations and agents personalized performance dashboards. The results included a 40% reduction in overall agent idle time, a 2.6% reduction in non-productive aux time, and a 9.9% increase in productivity and billable utilization.

Alltran

Matt Hunt

VP Operations