BPO
AI Supported Call Centers
Zyter BPO AI Supported Call Centers combines industry expertise with advanced AI-powered tools to transform the way organizations manage their operations and engage with stakeholders. Our intelligent automation solutions streamline routine processes, enhance data accuracy, and accelerate response times across customer support, claims handling, provider inquiries, and back-office workflows.
We empower agents with AI enabled tools to improve experience and productivity
AHT Reduction Levers
Enhanced Agent Training
- Real-time reporting to highlights inefficiencies and drive improvements quickly
- Root cause analysis to eliminate bottlenecks and recurring issues.
Monitor & Analyze Data
- Track AHT: Regularly monitor trends to identify spikes and bottlenecks.
- Call Segmentation: Break down call components to find time-heavy areas.
- Feedback Loops: Use insights to address recurring issues that extend call durations.
Empower Agents
- Autonomy: Allow agents to make decisions without excessive approvals.
- First-Call Resolution (FCR): Focus on resolving issues in a single interaction.
Use Real-Time Support Tools
- Coaching Alerts: Implement tools that offer tips during live calls.
- Call Whispering: Let supervisors guide agents discreetly in real time.
Test & Iterate
- Pilot Strategies: Test changes on a small scale, measure results, and refine before full-scale rollouts.
- This concise approach ensures AHT reduction while maintaining high customer service standards.
Regular Feedback & Rewards
- Performance Reviews: Offer feedback on improving AHT while maintaining quality.
- Incentives: Reward agents who achieve low AHT without sacrificing customer satisfaction.
Customer Education
- Self-Service: Provide FAQs, tutorials, and help centers to reduce dependency on agents.
- Proactive Communication: Notify customers of potential issues and solutions in advance.
Improve Call Preparation
- Pre-Call Data: Ensure agents have relevant customer info before the call.
- Forms: Use pre-call forms for customers to streamline issue identification.
Leverage Technology
- Automation: Use chatbots, IVRs, and self-service to handle simple queries.
- CRM Tools: Provide agents with instant access to customer data.
- AI Assistance: Employ AI to suggest solutions or guide agents during calls.
Streamline Process
- Optimize Workflows: Regularly review SOPs to eliminate redundancies.
- Knowledge Base: Maintain an up-to-date resource for quick access to solutions.
- Predefined Scripts: Use scripts for common cases, with flexibility for complex issue.
We deliver intelligent workforce management that drives precision, productivity, and performance
FOUNDATIONAL CAPABILITIES
Forecasting and Demand Planning
Advanced forecasting techniques predict future volume and staffing needs
Real-Time Monitoring and Intraday Management
Continuous performance metric tracking to make real-time adjustments
Dynamic Staffing & Scheduling
Flexible staffing models with buffer headcounts
Cross-skilling & Flexibility
Agent training to handle multiple channels (voice, chat, intake)
Continuous Improvement & Feedback Loops
Monitoring and managing SLAs to ensure customer service expectations are consistently met
SLA Management & Service Quality
Monitoring and managing SLAs to ensure customer service expectations are consistently met
Data-Driven Decision-making
Leveraging analytics and performance data to identify inefficiencies and make informed changes
Scalability and Adaptability
Scalable staffing solutions that can quickly adapt to both planned and unplanned demand changes
Our comprehensive Initial Training Program equips associates with the tools to succeed from Day One
Instructor-led
Training
- Comprehensive system demos (all relevant platforms/tools)
- Guidance on accurate & timely documentation expectations
- Knowledge checks plus interactive quizzes and assessments
Quality Assurance Expectations
- Scoring methods and performance benchmarks introduction
- QA performance expectations and parameters
- Knowledge and use of SOP’s
- Coaching and feedback loops overview
Shadowing &
Mock Calls
- Shadowing senior agents with check-ins for reflection
- Call-listening sessions to identify key interaction elements
- Supervisors participate during role-play as members to simulate real-life escalation and complexity
Project-specific Requirements
- Customized content addressing unique project/client specific goals, systems, processes, workflows, productivity expectations
Post-training
Certification
- 1:1 assessment with trainer
- Agent must successfully meet defined performance criteria to proceed to nesting/production
- Agent is expected to successfully pass observation, attestation, and demonstration tests
Nesting
- Nesting is minimum 1 week
- Supervisors start with 2-3 check-ins and scale down to 1 check-in per day.
- Floor support: agents are assigned to tenured agents who provide support on calls during the initial time in Nesting and Production.
Soft Skills Training
- Focused modules on communication, empathy, active listening and de-escalation.
We Prioritize Security & Compliance
HIPAA Compliance
- Encryption for data transmission and storage, access controls and secure hosting safeguard protected health information (PHI).
- Regular risk assessments, employee training, audit trails, & secure development.
- Robust incident response plans, business associate agreements (BAAs), & adherence to HIPAA policies & procedures address security incidents & legal compliance.
HITECH Security & Protection
- Business Associates
- Data Breach protection
- Breach Notification Rules
- Security Rule Requirements
- Safeguards:
- Administrative, Physical, Technical, Organizational, Policies and Procedures
HITRUST
- Identify, assess, and mitigate risks to information security, privacy, and compliance.
- Data protection
- 19 domains
- 240 security controls
- Protect the integrity, confidentiality, and privacy of sensitive data through security controls and monitoring.
SOC 2 Compliance
- Policies, procedures, and safeguards protect against unauthorized access, disclosure, & system damage.
- Measures ensure system availability and operation.
- Controls ensure system processing is complete, valid, accurate, timely, and authorized.
- Privacy & Confidentiality