Boosting Customer Engagement With Real-Time Interaction Insights
26 Jun 2025 • 0 min read
How Vanie Helped the U.S.-Based BPO Identify 40% More Sales Opportunities Through Effective Probing And Strengthen Customer Engagement
U.S.-based BPO service provider, operational since 2004, has established itself as a leader in managing high call volumes and consistently delivering high-quality service. The client excels in customer support for e-commerce, travel, and finance businesses.
Key Challenges
Despite its success, the client encountered ongoing challenges impacting customer engagement and disrupted operational workflows.
- Inconsistent service quality led to poor customer experience.
- A lack of proactive probing into customer interaction caused missed sales opportunities.
- Gaps in process-specific knowledge hindered agent efficiency and delayed resolutions.
Results Delivered
Business Impact
Vanie empowered the U.S.-based BPO to optimize its customer engagement strategy by using AI-driven, actionable insights. This eliminated service inconsistencies and knowledge gaps, allowing agents to identify hidden sales opportunities. With real-time coaching and optimized workflows, the client reduced escalations, minimized customer churn, recovered sales, and strengthened its position as a growth-driven, strategic partner.
Client Perspective
Vanie has truly transformed our customer engagement strategies, helping us recover sales opportunities with effective probing. With optimized workflows, personalized agent coaching, and real-time Agentic AI feedback, our agents are more productive and focused, driving higher CSAT and overall performance improvement.
45 min