Multi-tenant BPO operator · Florida + nearshore
Real-time visibility for a 200-agent BPO, and a 38% drop in SLA misses
Spreadsheets, manual routing, and a dead ticketing tool, all replaced with one operations platform the operator owns.
200+ agents · 14 client queues
- -38%
- SLA misses in 90 days
- 14
- client queues unified
- 200+
- agents in one view
- 30 days
- to live
The challenge
Account managers could not see the floor. Performance lived in spreadsheets updated by hand, queues were routed manually, and an in-house ticketing tool had quietly been abandoned.
Every client status request meant calling a floor lead. Across 14 client queues and 200+ agents, that is a full-time job nobody signed up for.
What we deployed
We built a private operations platform with real-time agent performance, queue load, and per-client SLA in a single view. A Dispatch agent handles routing; a Chief of Staff agent compiles client-ready reporting automatically.
The data the business already generated finally became visible, without a six-month BI project.
Real-time agent performance, queue load, and per-client SLA in one view. Account managers finally stopped calling the floor lead for status.
The results
SLA misses fell 38% in the first 90 days. Account managers stopped interrupting the floor for status and started managing by exception.
Three tools (spreadsheets, manual routing, and the dead ticketing app) were retired into one platform the operator owns.
What it retired
- spreadsheet KPI tracking
- manual queue routing
- an in-house ticketing tool nobody used
replaced with one platform · $3,800/mo
agents deployed