How An India-based BPO Optimized Call Handling And Customer Experience With AI-powered Real-Time Agent Assistance
30 Jun 2025 • 0 min read
How India’s Leading BPO Boosted Customer Experience By 49% With Vanie's Real-Time Agent Assist
Operating in India, the BPO services provider has been a trusted partner for global enterprises since its inception in 2018. With a strong focus on understanding customer needs and addressing concerns efficiently, the client ensures high-quality customer interactions while delivering excellent customer satisfaction.
Key Challenges
Despite its expertise in high-volume call handling, the company struggled with long and unstructured call script and process inefficiencies, including:
- Process inefficiencies resulted in longer Average Handling Time (AHT).
- Ineffective communication and lack of industry-specific knowledge negatively impacted Customer Experience (CX).
- Poor system integration caused delays in response times.
Results Delivered
Business Impact
By automating quality monitoring and enabling real-time issue resolution, Vanie empowers agents to resolve customer queries faster and improve First Call Resolution. Automated workflows corrected process-specific deviations, ensuring consistent service quality and reducing operational costs. This transformation enhanced customer experience while reinforcing the BPO’s leadership in high-performance service delivery.
Client Testimonial
“With Vanie’s real-time agent assistance and workflow automation, our agents feel more confident handling interactions. We are seeing better accuracy and stronger data security, giving us a strategic advantage in staying ahead in the competitive BPO Industry.”
45 min