How a Leading BPO Achieved 100% QA Coverage and Boosted Agent Performance with Vanie.ai
13 Feb 2025 • 1 min read
Client Overview
A U.S.-based BPO services provider, operational since 2001, specializes in handling high call volumes for Fortune 500 clients in retail, telecom, and financial service industries. With contact centers across the U.S. and Asia, the company is recognized for delivering scalable, consistent, and high-quality customer support.
Key Challenges
Despite its reputation, the company faced persistent operational limitations:
- Manual QA with limited coverage creates gaps in agent performance.
- Delayed feedback loops slow agent improvement.
- Higher AHT affects customer satisfaction and SLAs.
- Training gaps lead to inconsistent agent performance.
- Risk exposure due to challenges in handling sensitive customer data.
Results Delivered
Business Impact
By automating QA, the company eliminated gaps in performance evaluation, reduced operational costs, and empowered agents with personalized coaching for continuous improvement. The result: faster resolution, better customer satisfaction, and significantly stronger SLA compliance & regulatory framework.
What Our Clients Say
Vanie.ai gave us the visibility and control we never had. Every conversation is now an opportunity to improve, not a missed chance. It’s a game-changer for our QA and training processes.