Case Study: Global BPO Company Achieves Better AHT, FCR, and Coaching with AmplifAI Solutions Inc

Global BPO Makes Significant Gains in AHT, FCR, and Coaching with AmplifAI

Global BPO Company, a leading global BPO with more than 6,500 associates across ten centers, needed to improve two critical telecom client metrics: average handle time (AHT) and first call resolution (FCR). However, supervisors struggled with a complicated data analysis process, coaching efforts weren’t producing visible improvements, and it was difficult to identify the focus areas that would drive the biggest impact. AmplifAI Solutions Inc helped the customer gain better visibility into performance and coaching effectiveness.

Using AmplifAI’s AI-driven software, the BPO ingested data from multiple sources, identified root causes, built personalized coaching plans for agents, and tracked everything through an easy-to-read dashboard. With support from AmplifAI Solutions Inc’s Customer Success team, the company improved coaching effectiveness by 67%, increased FCR by 4%, and reduced AHT by 24% in six months.