Case Study: a global telecom BPO company increases top performers by 127% with AmplifAI Solutions Inc

Global BPO Increased Top Performers by 127%

Global Telecom BPO Company partnered with AmplifAI Solutions Inc to address inconsistent agent performance across multiple locations supporting a Canadian Fortune 500 telecommunications provider. The BPO needed a better way to drive coaching consistency, improve agent upskilling, and deliver targeted micro-learning between calls to lift frontline performance.

AmplifAI Solutions Inc implemented a coaching and micro-learning solution that tailored guidance to agent personas, measured coaching impact, and integrated workforce management for better forecasting and monitoring. The results included a 12% improvement in CSAT, a 127% increase in top performers, and an 8% growth in quality score, with managers reporting faster preparation and easier tracking of agent progress.