How A Leading BPO Improved Efficiency And Reduced Call Escalations With Personalized Agent Coaching
26 Jun 2025 • 0 min read
How Vanie Helped A Europe-Based BPO Achieve 45% Better Agent Performance And Improved Operational Efficiency
The client, a Europe-based trusted BPO service partner for global businesses since 2006, specializing in providing customer support for e-commerce, travel, and telecommunications sectors. Recognized for its excellence in customer care services, the organization operates contact centers across Poland, Belarus, and Hungary.
Key Challenges
Despite its strong reputation, the company faced several challenges typical in the BPO industry
- Inconsistent performance monitoring and delayed feedback to agents affected overall productivity
- Outdated systems hindered processes, reducing operational speed and agent efficiency
- Insufficient training leads to longer handling time, delayed responses, and misinterpretation of customer needs, and increased errors
Results Delivered
Business Impact
Vanie transformed the European BPO by implementing AI-driven agent coaching that solved critical operational inefficiencies. By automating quality monitoring processes and delivering real-time feedback, agents identify customer needs offering quick resolutions while reducing wait times, positioning the BPO as a technology-forward partner consistently improving CX.
Client Perspective
Vanie’s personalized agent coaching has been an incredible shift in our training processes. Our agents receive immediate feedback, empowering them to understand customer needs, handle customer queries efficiently, and consistently improve their performance.
45 min