OP360 is a global business process outsourcing (BPO) provider managing complex customer interactions for a Fortune 500 retailer. The company needed to enhance efficiency and service quality while maintaining their role as the retailer's frontline support extension.
The Challenge
OP360 lacked visibility into agent workflows across multiple systems, making it difficult to identify time-wasting processes or coaching opportunities. Agents faced obstacles including:
- Manual searches across multiple systems
- Inefficient and repetitive workflows
- Inconsistent knowledge base usage
These issues increased Average Chat Times (ACT) and hindered performance improvements.
The 8Flow Approach
8Flow's AI Workflow Intelligence Platform deployed in 2 days with zero client effort. Key capabilities included:
- Real-time monitoring enabling proactive workforce management
- Cohort analysis comparing high and low-performing agents to reveal workflow patterns
- Automation identification surfacing repetitive, high-frequency tasks
Analysis of 262 flagged chats revealed that 32% had incorrect resolutions due to mislabeled knowledge base articles, while 60% involved unnecessarily lengthy responses from multi-step processes.
Results
In just six weeks, OP360 achieved:
- 14% increase in chats closed
- 11% higher agent productivity
- 1.33 hours saved per agent weekly
- 38% of chats identified for review through ACT analysis
"With 8Flow, we saw exactly how our agents were working. That clarity gave us the levers we needed to coach smarter, automate faster." — Sam Collier, CIO