A global BPO revolutionizes customer interactions and operations through strategic overhaul

Download this case study to learn how a global BPO underwent a comprehensive transformation of its customer interactions and operations through Servion’s CX advisory services. Facing challenges like outdated technology, inefficient workflows, and high agent turnover, Servion conducted a 12-week assessment and implemented solutions including a Cloud-based CCaaS framework for modernization, digital and AI integration, revamped coaching strategies, and optimized resource allocation. The results were impressive: a 70% diversion of calls to digital self-service channels, an 80% reduction in agent turnover, and a significant decrease in Average Handling Time from 7 to 3.2 minutes, leading to improved operational effectiveness, cost savings, and enhanced customer interactions.