Case Study: a leading Dubai-based BPO cuts AHT by 20% with NovelVox Agent Accelerator

a leading dubai-based BPO cuts AHT by 20% with NovelVox

A leading Dubai-based BPO was facing challenges with higher-than-average handling time (AHT) due to disconnected systems and inefficient workflows. This was causing difficulties for their agents and a decline in overall contact center performance. To address this, they partnered with NovelVox.

NovelVox implemented its Agent Accelerator solution, a unified agent desktop that integrates disparate systems. This eliminated the need for agents to toggle between screens, streamlining their workflow. As a result, the BPO slashed its average handling time by 20%, optimized agent workflows, and improved the overall customer experience.