Case Study: Jump Contact Center scales 24/7 live answering, cuts handle time 40% and achieves 100% SLA compliance with Enthu.AI

How Jump Contact Center leveraged Enthu.AI to ramp up its live answering services

Jump Contact Center, a provider of 24/7 call answering, virtual reception and chat services across North America, needed to scale its live answering operations while maintaining high call quality and customer experience. Manual call quality audits and fragmented data (recordings, spreadsheets, disparate tools) limited monitoring to a handful of calls and made fair, proactive agent benchmarking impossible, so Jump sought a technology backbone and partnered with Enthu.AI.

Enthu.AI was integrated with Jump’s telephony provider to capture call data end-to-end, giving 100% visibility into conversations, targeted personalized coaching insights, and greater client transparency. Within 60 days Jump scaled daily KPI analysis for all agents with a single QA person and achieved measurable impact: a 40% improvement in average handle time, 100% of calls meeting the <30-second wait SLA, and more than 10 hours saved per month on reporting.

Jump Contact Center