- AHT on calls supported by OpenSpan automations improved by as much as 40%.
- Overall AHT decreased from 3:30 to an all-time low of 2:54 over a sustained 90-day period.
- Quality Assurance (QA) scores improved from 94% to 96%.
- Customer satisfaction scores increased from 91% to 99% in targeted categories.
Group O is a diversified business process outsourcing provider specializing in marketing services, business analytics, supply chain operations and strategic packaging solutions. A Corporate Plus member of the National Minority Supplier Development Council (nmsdc.org), Group O is an NMSDC National Minority Supplier of the Year honoree and is recognized as a Top 5 Latino-owned Business by the United States Hispanic Chamber of Commerce. Headquartered in Milan, IL, and with major operations in Illinois, Iowa, Minnesota and Texas, Group O is one of the largest Hispanic-owned companies in the United States and employs more than 1,400. To learn more, visit www.GroupO.com.
OpenSpan is a provider of activity intelligence and desktop automation solutions that improve performance, drive revenue and increase efficiencies in contact center, back office and retail storefront environments. Activity Intelligence provides actionable, real-time activity and performance insight used to make informed decisions about people and technologies. Leveraging the critical insight from desktop analytics, organizations use desktop automation to streamline worker activity, simplify critical service processes and remove technology barriers as means to deliver a gold-standard customer experience. OpenSpan solutions are deployed on more than 300,000 desktops across the world, and are optimizing billions of transactions in the banking and financial services, insurance, telecommunications, retail and technology industries. For more information, visit www.openspan.com.