Case Study: LJ Ross Associates boosts call throughput and QA with Sedric Real-Time Agent Assist

LJ Ross Associates cuts post-call wrap-up to 9 seconds with Sedric

LJ Ross Associates, a U.S. accounts receivable management firm, was facing operational challenges related to slow post-call updates that limited their agents' call capacity and hindered new agent training. Their key issues included lengthy wrap-up times that reduced productive talk time and a reliance on after-the-fact coaching, which slowed overall performance. To address these problems, they turned to Sedric for a solution.

Sedric implemented its Real-Time Agent Assist, which provided live guidance to agents during calls and streamlined the post-call workflow. This solution from Sedric led to significant improvements: post-call wrap-up time was cut to approximately 9 seconds, calls per hour increased by about 25%, and QA scores rose by roughly 23%, all achieved without the need for additional coaching staff.

LJ Ross Associates