CASE STUDY · CALL CENTER / BPO
BPO Cuts Cost Per Minute 30% Without Sacrificing CSAT
Anonymized Outsourcing Firm
30%
Cost/min reduction
100%
QA coverage
+4pts
CSAT
The challenge
The BPO's largest client renewed at a tighter per-minute rate, eating into margin. Leadership needed to drop unit cost without losing the human-quality bar customers had come to expect.
The bundle
- VoiceAI for high-volume, low-complexity queues — password resets, balance checks, order status.
- AgentIntel to score every call and surface compliance breaches automatically.
- LeadX to manage outbound collections and renewal campaigns.
The results
- Cost-per-minute fell 30% on automated queues — a direct margin recovery.
- AgentIntel moved QA from a 3% random sample to 100% coverage, catching script-adherence drift in days rather than quarters.
- CSAT held within a 4-point band of the human baseline; for complex tickets routed to senior agents, CSAT lifted.
The key operational insight: AI didn't replace the agents — it replaced the routing decision. Calls that didn't need a human never reached one; calls that did got better-prepared, higher-tenure staff.
What's next
The BPO is rolling the bundle to a second client and standardising on VoxRange as the platform for new client onboarding.