Case Study: a leading global business process outsourcing firm unlocks $23M in savings with Call Journey CI

How A Leading Global Business Process Outsourcing Firm Leveraged Call Journey CI To Deliver Unique And Substantial Benefits to Their Customers

The customer, a leading global business process outsourcing firm, was struggling to retain a major US Fortune 500 financial services client. The BPO was facing challenges with customer dissatisfaction, low CSAT/NPS scores, a high volume of complaints, and underperformance on key KPIs like AHT and FCR. They lacked the accurate data and intelligence needed to validate the client's feedback and remediate the issues, putting a 6,000-seat contract at risk. They turned to their vendor, Call Journey, and its CI platform to find a solution.

Call Journey implemented its conversation intelligence platform, including modules for dissatisfaction root cause analytics, contact driver analysis, and repeat contact diagnosis. The analysis of interactions revealed over 100 distinct opportunities for improvement, pinpointing that many issues originated from the client's own product journey and self-service components rather than the BPO's operations. This intelligence allowed the BPO to validate the challenges and develop actionable insights. The result was an estimated $23 million in potential savings for the client. Furthermore, Call Journey's solution enabled the BPO to create a new "Insights-as-a-Service" revenue stream, leading to an 18% increase in per-seat revenue and a 200% expansion in processing volume with the flagship client.