40% AHT Reduction Across 8,000 Agents in 12 Countries

The Challenge

A global BPO operating across 12 countries and 8 languages struggled with inconsistent agent performance, a 45% annual attrition rate, and AHT 35% above industry benchmark. Manual QA covered only 2% of calls.

The Solution

ALPANDIA deployed real-time agent whispering, automated QA on 100% of calls, and multilingual translation to eliminate language-specific routing constraints. Agents receive real-time contextual guidance without supervisory intervention.