Workforce Optimization Case Study

Large BPO Automates their Call Center with a robust Workforce Optimization Solution

A large US-based outsourced call center services provider, has been supporting clients for more than 20 years. Operating client dedicated centers in the United States, Canada, Europe and the Caribbean, the company helps their clients maximize every customer contact point. Their highly trained staff of more than 4,000 agents helps clients set higher performance standards by continually delivering increased sales and conversion rates, lower cancellation rates, lower cost per order and higher customer satisfaction levels.

A Business Challenge
Following a rapid growth in business, they expanded their operation by opening multiple new contact centers across North America and Europe. In order to meet the new demand for client contacts and maintain the high standard already in place in their existing centers, they needed a scalable call recording and quality monitoring solution that could accommodate their aggressive expansion and still provide excellent value to price.

Out of the many candidates they evaluated, they selected CSI’s Virtual Observer, based on their responsiveness, rich features and affordability. CSI is a Gold-level member in the Avaya DevConnect Program.