The Office Gurus: A BPO innovating with speech analytics to drive results for their clients

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The Office Gurus is a leading BPO based out of Florida that operates contact centers in El Salvador, Belize, Jamaica, and the USA. In this article, we’ll explore how this BPO used speech analytics to drive results.

They work with clients from a wide range of industries, from Retail and Financial Services to Healthcare, Education, and more.

As a result of this highly varied client base, contact center agents working for The Office Gurus are expected to carry out many different functions – from customer service to sales.

Ensuring a high level of competency across all of these different campaigns represents a real challenge, not just for agents, but also for managers who are tasked with ensuring that goals are met across a range of different performance metrics.

And, it’s in agent performance that The Office Gurus have been able to use speech analytics, in the form of SpeechIQ, with great success.

That’s because they have taken a proactive approach to integrate the tool’s myriad capabilities into their broader operations. Rather than just applying speech analytics to identify isolated issues, they use it holistically to identify and deal with problems in an ongoing and cyclical way.

Their approach looks something like this:

Identify the cause of the problem

When The Office Gurus identify key metrics that need to be improved on a particular campaign, e.g. average handle time, they use SpeechIQ’s conversational analysis to understand in detail how different language, conversational techniques, and agent sentiment are affecting these.

Implement remedial strategies

Once a problem has been identified and a solution to improve a given metric has been devised, The Office Gurus then use Speech Analytics once again to ensure that this strategy is being followed by agents. For example, they can use automated scorecards to drive new standards across all interactions and speech analysis to measure adherence to new scripts.

Coach towards success

With 100% call auditing through SpeechIQ, The Office Gurus have a holistic view on how agents are dealing with new performance requirements and can, therefore, easily identify where extra support and feedback is required. They are then able to use data in SpeechIQ to coach agents directly. Hard data in the form of aggregated conversational analysis alongside key metric performance has proved to be highly persuasive evidence with which to convince agents to change their practices.

The Office Gurus are then able to continue these steps in a cycle, identifying further metrics that need to be worked on and then tweaking their scorecards and scripts to keep on delivering better results for their clients. 

And, because SpeechIQ is so easy to use, they have been able to do this with little in-house technical expertise or consultation from the SpeechIQ team at LiveVox.

You can read two full case studies by downloading the PDFs via the below links. They include full results so you can see for yourself the success that The Office Gurus have been driving for their clients with their innovative approach to using SpeechIQ. 

Driving down average handle time in customer service for America’s leading home warranty company

Increasing sales conversion rate for a leading home warranty company

FAQs

What are the key benefits of analytics in BPO services?

In the dynamic realm of BPO, where every interaction is a chance to create lasting impressions, analytics shines as a guiding light toward optimization and excellence. Analytics, more than just numbers and charts, is the compass that directs the course of success for BPO companies, empowering them to navigate challenges and chart new territories of service quality. Let’s embark on a journey to unveil the key benefits that analytics for BPO unfurls.

Unveiling insights: In the heart of BPO operations, analytics unveils insights as precious gems. It digs deep into mountains of data to unearth trends, patterns, and customer behavior dynamics. These revelations serve as the bedrock for informed decision-making, elevating your service quality to unprecedented heights.

Personalization redefined: One size fits none in customer service. Analytics in BPO redefines personalization by sculpting a deep understanding of individual preferences. By examining past interactions, analytics helps you craft bespoke experiences that resonate with customers, making them feel heard, valued, and understood.

Enhanced efficiency: In the hustle and bustle of BPO services, efficiency is the crown jewel. Analytics helps you don this crown by identifying bottlenecks and streamlining processes. It identifies redundant steps and optimizes workflows, leading to quicker resolutions and happier customers.

Predictive wizardry: Predictive analytics is a modern-day sorcerer for BPO. It gazes into its crystal ball of data and forecasts future trends, allowing BPO companies to prepare for surges in demand, tweak resource allocation, and stay ahead of the curve. It’s the secret weapon against the unpredictable.

What role does analytics play in optimizing BPO operations?

For BPO companies, each interaction is a canvas of opportunity. Here, the role of BPO analytics emerges as the catalyst for operational excellence. BPO analytics, a beacon of insight and innovation, wields the power to transform mundane operations into orchestrated symphonies of efficiency and customer satisfaction. Let’s delve into the pivotal role that BPO analytics plays in optimizing these operations.

Data-driven precision: At the heart of BPO operations lies a treasure trove of data. BPO analytics emerges as the discerning eye that deciphers these data gems, extracting meaning and significance. It identifies trends, preferences, and pain points, equipping BPO teams with a data-driven compass that guides their strategies and decisions.

Streamlined workflows: BPO analytics holds the blueprint for streamlined workflows. By dissecting operational processes, it uncovers bottlenecks and inefficiencies that might otherwise remain concealed. With this knowledge, BPO companies can realign processes, ensuring seamless and expedited service delivery.

Forecasting mastery: The art of anticipation is where BPO analytics truly excels. By scrutinizing historical data, it predicts fluctuations in customer demand and service requirements. With these insights, BPO operations can prepare in advance, allocating resources efficiently and maintaining service levels even during peaks.

Customer-centric transformation: BPO analytics is the bridge to unparalleled customer-centricity. It unearths individual preferences, enabling personalized interactions that resonate with customers. This tailored approach transcends transactional interactions, forging connections that build brand loyalty and advocacy.

How can analytics improve the efficiency of a BPO environment?

In the dynamic and fast-paced BPO environment, where every interaction is an opportunity to shine, the transformative power of analytics stands out as a guiding beacon. Analytics within a BPO environment isn’t just a tool; it’s a game-changer that propels efficiency to new heights. Let’s delve into how analytics can infuse a BPO environment with the elixir of efficiency.

Insightful resource allocation: Within a bustling BPO environment, resource allocation is a finely tuned dance. Analytics BPO environment emerges as the choreographer, utilizing historical data to predict peaks and troughs in demand. This foresight empowers BPO companies to allocate agents and resources precisely, ensuring optimal staffing levels and minimal bottlenecks.

Process refinement: The journey to efficiency often involves refining operational processes. Analytics within a BPO environment dons the mantle of a detective, uncovering inefficiencies and gaps in workflows. With this knowledge, BPO teams can reshape processes, eliminate redundant steps, and smoothen the journey from query to resolution.

Personalization par excellence: Amidst the sea of interactions, personalization is the lighthouse that guides customer satisfaction. Analytics within a BPO environment is the beacon that illuminates individual preferences. By analyzing past interactions, it tailors responses and solutions, making customers feel valued and understood.

Real-time decision support: The tempo of a BPO environment can be frantic, demanding split-second decisions. Analytics becomes your trusted advisor, providing real-time insights that inform agent actions. With a wellspring of data at their fingertips, agents can make informed decisions that resonate with customers and expedite solutions.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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