Case Study: Lumen Improves AHT and FCR with AmplifAI Solutions Inc

BPO Makes Significant Gains in Lumen's AHT & FCR with AmplifAI

Lumen worked with a global BPO to improve call center performance, specifically increasing first-call resolution (FCR) and reducing average handle time (AHT). The team needed a better way to analyze performance data and guide coaching, so they turned to AmplifAI Solutions Inc and its AI-driven performance enablement software.

AmplifAI Solutions Inc helped the BPO simplify data analysis, identify root causes, and create personalized coaching plans through an easy-to-use dashboard and hands-on customer success support. Within six months, the BPO improved coaching effectiveness by 67%, increased FCR by 4%, and reduced AHT by 24%, helping Lumen achieve stronger customer service results.

Lumen