Case Study: World Top Ten BPO Company achieves 270% more RPCs per agent hour with TCN cloud contact center platform

How One Company Reduced Agent Hours By 45% While Increasing KPIs

A world top ten BPO company needed to increase account penetration and Right Party Contacts (RPCs) on an underperforming program. Their challenge was to boost performance while ensuring the majority of consumer calls were handled by the owning account representative and maintaining an extremely low call abandonment rate. They partnered with vendor TCN and its cloud contact center platform to find a solution.

TCN implemented a sophisticated four-tier call overflow system on its platform, using skills and aptitudes to maintain precise control over call routing. This was supported by TCN’s business intelligence tools to track performance. The results were significant: a 45% reduction in required agent hours and a 65% increase in daily RPCs. This led to a 270% increase in RPCs per agent hour and monthly savings of approximately $75,000.