CUSTOMER PROFILE
CHALLENGES
- No insight into agent productivity
- Little accountability for BPOs to maintain costs, and run operations efficiently
- Issues with low productivity, which resulted in long handle times, and missed SLAs
SOLUTION
Playvox Workforce Management, leveraging automated forecasting, scheduling, and real-time visibility.
RESULTS
- Percent of agents working minimum of 5 tickets per hour grew from 20% to 60%
- Automated demand forecasting saved Angi 30% in costs, per full-time employee
