Case Study: North American Telecom Enterprise reduces AHT by 8.7% with AmplifAI Solutions Inc

BPO for telecom firm reduced AHT by 8.7% and improved NPS over 3 months

North American Telecom Enterprise, a BPO for telecom, was struggling with scattered KPI reporting, too much manual analysis, and limited time for supervisors to coach agents effectively. Using AmplifAI Solutions Inc’s AI-driven people enablement platform, the team needed a simpler way to understand performance, generate coaching recommendations, improve coaching effectiveness, and add gamification to boost engagement in a remote work environment.

AmplifAI Solutions Inc implemented unified dashboards, automated coaching and recognition tasks, and agent-specific performance insights to help supervisors act faster and coach more effectively. Over three months, North American Telecom Enterprise reduced AHT by 8.7%, increased coaching by 40%, and saw improvements in NPS, while supervisors spent 40% less time reviewing data and more time supporting agents.