A business process outsourcing company faced challenges in call center operations, including inconsistent agent productivity, poor operational metrics (ASR, FCR, SLA), and low customer satisfaction. Success depended on delivering high-quality service in a stressful environment, requiring improved agent performance and engagement. Using Teramind, the company implemented activity monitoring to track agent productivity, skill identification to recognize high performers, and behavior-based policies for real-time feedback. Tools like live view and session recording enabled better training and script refinement. Results included improved contact resolution, call quality, employee engagement, and reduced turnover through data-driven personnel development plans.

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