Case Study: Driving Stack Rank Performance Revenue with QutrOS

Client Background To maintain confidentiality, we will call this client Unified Service Solutions, a global outsourcing provider offering contact center services to financial and telecom clients. With operations spread across multiple geographies and thousands of agents handling millions of interactions monthly, Unified Service Solutions generates significant revenue through client-paid performance incentives based on stack rank performance.

Problem Statement Unified Service Solutions’ VPs of Operations faced pressure to improve stack rank performance across multiple client programs. With millions of dollars in performance revenue on the line, they needed a solution that could provide real-time insights into key performance metrics, identify underperforming areas, and recommend targeted actions to boost results. Traditional manual analysis methods were too slow and inconsistent to keep pace with performance demands.

Emro.AI’s QutrOS Solution Emro.AI proposed a hybrid solution (Option C) where the QutrOS platform would be built and maintained in partnership with Unified Service Solutions’ leadership and IT teams. This approach ensured rapid deployment while enabling ongoing collaboration to refine the model based on operational needs.

Implementation Steps

1. Data Integration and KPI Mapping: Emro.AI collaborated with the client’s IT and operations teams to integrate real-time performance data from ACD systems, CRM platforms, and workforce management tools. Key performance indicators (KPIs) tied to stack rank incentives, such as First Call Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT), were mapped for analysis.

   
   

2. GPT Model Fine-Tuning: The model was fine-tuned to recognize patterns in performance data and provide actionable recommendations. This included:

   • Identifying programs or teams at risk of underperformance.

   • Suggesting targeted coaching interventions for specific agents or teams.

   • Recommending process changes to improve key metrics.

     
     

3. Prompt Engineering for Performance Optimization: Custom prompts were developed to enable VPs of Operations to query the model for insights. Example prompts included:

   • “Identify the top 5 underperforming teams by CSAT for [client] and recommend improvement actions.”

   • “Provide a weekly trend analysis of FCR and AHT for [program], highlighting areas for potential revenue improvement.”

   • “Generate a targeted action plan to boost stack rank performance by 10% within the next month.”

     
     

4. Training and Knowledge Transfer: Emro.AI conducted on-site training for VPs of Operations and their direct reports, followed by three weeks of virtual coaching. This enabled leaders to independently use the GPT model to generate insights and drive performance improvements.

Results Within the first quarter of deployment, Unified Service Solutions achieved impressive results:

• $5 Million Increase in Performance Revenue: Targeted actions based on QutrOS insights led to substantial improvements in stack rank performance, unlocking millions in client-paid incentives.

  
  

• 25% Faster Performance Improvement Cycles: Automated insights enabled faster identification and resolution of performance issues, reducing the time required to see measurable results.

  
  

• Improved Leadership Decision-Making: VPs of Operations reported greater confidence in their ability to drive performance, thanks to real-time, data-driven recommendations.

  
  

Client Testimonial The Chief Operating Officer at Unified Service Solutions stated, “Emro.AI’s QutrOS platform has been a game-changer for us. The ability to quickly identify performance gaps and act on AI-driven recommendations has directly translated into millions of dollars in additional revenue. The partnership with Emro.AI has empowered our operations leaders to deliver exceptional results.”

Next Steps Unified Service Solutions is working with Emro.AI to:

• Expand the QutrOS platform’s capabilities to include predictive modeling for long-term performance planning.

  
  

• Integrate QutrOS insights with their executive reporting dashboards.

  
  

• Conduct ongoing quarterly refresher training sessions to maintain high levels of AI literacy among operations leaders.

  
  

Conclusion This case study highlights how Emro.AI’s QutrOS platform can help BPOs unlock millions in performance revenue by enhancing stack rank performance. By providing real-time insights and actionable recommendations, Emro.AI empowers operations leaders to drive sustained improvements. Whether your organization needs a fully managed AI solution or a collaborative build-and-train approach, Emro.AI offers the expertise and flexibility to deliver tangible results.