Case Study: SYKES Improves Coaching and Reduces Supervisor Needs with AmplifAI Solutions Inc

BPO Improves Client’s Agent-to-Supervisor Ratio and Increases Coaching Sessions 500%

SYKES, now part of Sitel Group, is a global business process organization supporting a new food delivery client that needed help managing consumer purchases and deliveries, onboarding partner restaurants, and elevating customer and partner experience. To handle a projected 3,000-agent operation while meeting a smaller-than-usual agent-to-supervisor ratio and reducing costs, SYKES turned to AmplifAI Solutions Inc and its performance enablement software.

AmplifAI Solutions Inc’s AI platform automated supervisor scorecard preparation, cutting prep time from 45 minutes per agent to about 10 minutes per agent, a nearly 78% time savings. The improved efficiency helped SYKES secure a 23% reduction in supervisor needs, generate nearly 12% annual net savings, increase coaching sessions per agent by 500%, raise overall quality scores by 7%, boost the number of agents meeting QA goals by 26%, and reduce chat AHT by 32 seconds.

SYKES