Scaling to Record over 200,000 BPO Calls Per Day

The Results Companies, a business process outsourcer (BPO) and Teleservices firm, was recently awarded the “Fastest Growing BPO Company of the Year” in the Philippines by ICT.

Since 1990, The Results Companies has experienced phenomenal success, adding clients and implementing award-winning customer management solutions for Fortune 500 and Boutique Partners.

By offering tangible evidence of value and a successful company culture, growth has been fueled organically and inorganically. Growth has been significant and continuous for the now mid-size player. One of the challenges with rapid growth, of course, is making sure your technology infrastructure can keep up, especially when that technology encompasses your quality assurance initiatives.

After a thorough search, the Results Companies deployed CSI’s Virtual Observer for workforce optimization across their Avaya landscape. The biggest challenge the Results Companies needed to overcome through the years is keeping the entire Virtual Observer environment growing along with their own growing business needs.

To this day, even during peak business times, they rarely have to wait more than a few minutes for a call recording to be processed and available for playback, even as their 200,000 calls per day flows through the process. Virtual Observer had proven scalability to meet the challenge.

Read more about how the Results Companies achieves Global Enterprise Call Recording with Virtual Observer and Avaya

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