How OP360 Drove Double-Digit Productivity Gains with 8Flow in 6 Weeks

Background

OP360 is a leading global business process outsourcing (BPO) provider that manages a large share of complex customer interactions for a Fortune 500 leading retailer. As the frontline extension of the retailer’s support team, OP360 is responsible for resolving issues quickly while continuously improving service delivery. For OP360, efficiency and quality directly translate into better outcomes for both the retailer and its customers.

The Challenge

Despite ongoing investments in optimization, OP360 lacked visibility into how agents were actually working across chats and disparate client systems. This made it difficult to pinpoint where time was being lost, which processes could be automated, or how to coach agents more effectively. As a result, frontline agents were slowed down by:

• Manual searches across multiple systems
• Inefficient and repetitive workflows
• Inconsistent use of the knowledge base

These challenges drove up Average Chat Times (ACT) and limited OP360’s ability to consistently improve performance.

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The 8Flow Approach

Deployed within 2 days and requiring zero effort from the client, 8Flow’s AI Workflow intelligence Platform gave OP360 complete visibility into agent workflows across every chat. Team Leads and Workforce Managers could monitor live activity through the 8Flow dashboard, spotting productivity trends and intervening proactively when needed, increasing agent productivity by 11%.

For Operations and QA teams, 8Flow provided unprecedented clarity into how agents worked across systems. By analyzing cohorts of agents with top and bottom ACT scores, the team gained actionable insights into differences in workflow patterns. Chats were then flagged for deeper review based on this analysis, allowing QA to focus on the most critical cases. This revealed that, among 262 flagged chats, 32% had incorrect resolutions - often due to using knowledge base articles that were incorrectly titled or had incomplete information. Additionally, over 60% had responses that may have been longer than necessary due to multi-step processes spanning disparate tools. With this level of insight, teams were able to deliver faster, more targeted coaching, shortening response times and improving the accuracy and consistency of KB content and usage, which resulted in three QA-driven coaching initiatives that enhanced agent performance.

8Flow’s automation analysis also surfaced repetitive, high-frequency tasks across chats. Using this data, OP360 identified & deployed two key automations with 8Flow that save 1.33 hours per agent/month.

Actions taken from insights lead to 14% increase in chats closed.

Results

Within 6 Weeks, OP360 achieved:

• 14% more chats closed through increased agent productivity and targeted coaching
• 11% higher agent productivity through real time analysis
• 1.33 hours saved week per agent by automating two high-frequency manual processes
• 38% of chats flagged for review from ACT Cohort Analysis
• 60% required effective coaching to reduce lengthy response which increased ACT (27% all analyzed chats)
• 32% of flagged chats required coached effective that used the wrong KB article or incorrect response (12% of all analyzed chats)

With 8Flow, we saw exactly how our agents were working. That clarity gave us the levers we needed to coach smarter, automate faster, and close more chats — all without any changes to the process and with zero resources from our client. — Sam Collier, CIO

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