Case Study: Leading National Business Process Outsourcing Company achieves 40% faster average handle time and 99% customer satisfaction with Pegasystems

Leading National Business Process Outsourcing Company - Customer Case Study

This leading national business process outsourcer—which handles over three million calls a year and supports millions of reward cards for blue‑chip clients—needed to focus less on process and more on the customer. Agents were juggling disparate client, partner and internal systems, leading to manual, error‑prone steps, longer handle times, limited upsell opportunities and inconsistent quality scores.

Working with Pega, the company deployed Robotic Automation (first bots built in three weeks) team‑by‑team to give agents a consolidated 360° customer view and intelligent guidance. The rollout cut average handle time by 40%, raised customer satisfaction from 91% to 99% and improved QA from 94% to 96%, while reducing new‑hire training by 1.5 days and ramp‑up time by about 25%; more than 30 automations now run across thousands of desktops with plans to expand.