Case Study: Angi achieves over $1M in annual BPO cost savings with NICE Systems

Angi Drove Over $1M Annually in BPO Cost Savings Through Increased Productivity and Accountability

Angi, a home-services platform with a large global contact center and BPO network, struggled with limited visibility into agent productivity, weak accountability for outsourced teams, and low efficiency that led to long handle times and missed SLAs. To address these challenges, Angi turned to NICE Systems and its Playvox by NiCE Workforce Management solution.

NICE Systems implemented automated forecasting, scheduling, real-time adherence monitoring, and integrated reporting with Zendesk to give Angi better control over staffing and BPO performance. The results included more than $213,000 in savings in the first four months, a projected annual impact of over $1M, occupancy rising from 43% to 80%, touches per hour improving from 2.5 to 5.5, and SLAs increasing from 70% to 90%.

Angi

Rob Lajeunesse

Director of CX Strategy and Operations