Case Study: Zillow Achieves Better QA, Win Rate, AHT, and ART with AmplifAI Solutions Inc

BPO Surpasses Zillow's QA, Win Rate, AHT, + ART Targets with AmplifAI

Zillow worked with a global BPO that provides sales and customer support across digital, phone, social, chat, and face-to-face channels, but the team needed help meeting Zillow’s high performance standards. To improve contact center execution, the BPO used AmplifAI Solutions Inc’s AI-powered call center performance platform, AmplifAI, to support five of Zillow’s teams.

With AmplifAI Solutions Inc, managers spent less time on reporting and more time coaching, driving a 5x increase in coachings per agent and improving coaching efficiency from 47.5% to 67% in three months. The result was stronger performance across key metrics, including QA rising from 96.98 to 98.39, win rate from 76.83 to 83.31, an 18% decrease in AHT, and a 30% decrease in ART, while also reducing new-hire time to proficiency.

Zillow