Case Study: a telecom BPO achieves 80% wrap reduction and 10% AHT reduction with MOJO-CX Auto Summary

Telecom BPO cuts wrap time 80% with MOJO-CX

A telecom BPO specializing in sales was looking to increase outbound calling productivity while improving the quality of data captured from prospecting calls. Their challenge was that agents spent significant time typing inconsistent call summaries, which downstream conversion teams did not trust. MOJO-CX was engaged to address this.

The solution was MOJO-CX's Auto Summary capability, which is included as standard on every deployment and was integrated within five weeks. This implementation led to an 80% reduction in wrap time and a 10% decrease in average handle time. The results saved the client 50 FTE and £1.1 million annually, which they banked as savings, or alternatively allowed for 250,000 additional Decision Maker Contacts per year with the same headcount.