How a UK-Based BPO Transformed Operational Efficiency and Agent Performance with Vanie
29 May 2025 • 1 min read
How Vanie Empowered A UK-Based BPO To Reduce 58% Compliance Risk Reduction With 100% Automated QA Coverage
Headquartered in the UK, this BPO provider has rapidly expanded since its inception in 2013. The company is recognized for managing high-volume and quality services across multiple channels in telecom customer support services, operating contact centers across England, Scotland, Wales, and Northern Ireland.
Key Challenges
Despite its rapid growth, the company faced performance and process bottlenecks:
- Inconsistent agent performance, caused by insufficient training and feedback systems.
- Limited Manual QA coverage, resulting in gaps in and quality risks.
- Lengthy reporting processes and manual tasks, reducing overall team efficiency.
- Fragmented systems hinder an agent's ability to access the correct information quickly.
- Escalating AHT, affecting SLAs and customer experience.
- High compliance risk, with sensitive telecom data at risk.
Results Delivered
Business Impact
Vanie transformed operations efficiency with automated QA and empowered agents to deliver better service and faster resolutions, providing real-time feedback to improve skill development. This led to higher CSAT scores and ensured compliance with critical telecom standards.
Client Quote
“Vanie helped us eliminate process inefficiencies and gave us the visibility we were missing. We’ve moved from reactive training to proactive performance management—with real results.”