Case Study: Enhancing Employee Exit Insights with QutrOS approach

Client Background For confidentiality, we will call this client Global Contact Solutions, a large BPO handling voice and digital interactions for Fortune 500 clients. With over 10,000 employees across multiple geographies, employee retention and satisfaction are critical to their success. High attrition rates in key locations led to increased recruitment costs and reduced service levels for major clients.

Problem Statement Global Contact Solutions faced a recurring issue of high employee turnover, especially among tenured agents and team leaders. The HR team conducted exit surveys, but the data collected was fragmented and difficult to analyze at scale. They needed a solution that could derive actionable insights from the qualitative feedback provided in exit interviews and identify patterns that could help reduce attrition.

Emro.AI’s QutrOS Solution Emro.AI proposed a comprehensive solution involving AI-driven exit survey analysis. The client opted for Option B, where Emro.AI conducted a one-day, on-site AI-literacy training followed by three weeks of virtual coaching. This enabled the HR team to fully own and maintain the customized GPT model.

Implementation Steps

1. Data Aggregation: The HR team provided historical exit survey data, including structured responses (ratings, yes/no questions) and unstructured feedback (open-ended responses). Emro.AI’s QutrOS platform ingested and cleaned the data for analysis.

   
   

2. GPT Model Fine-Tuning: The model was fine-tuned using HR-specific language, incorporating key terms and patterns from the client’s past surveys. This ensured that the GPT could accurately classify feedback into actionable themes such as compensation, work environment, management support, and career growth.

   
   

3. Prompt Engineering for HR Insights: Emro.AI worked closely with HR leaders to design prompts that would yield valuable insights.

   
   

   Example prompts included:

   • “Summarize key reasons for attrition from the last 50 exit interviews.”

   • “Identify recurring themes in employee feedback related to management support.”

   • “Provide recommendations for improving retention based on exit survey data.”

     
     

4. Training and Mentorship: Following the on-site training, Emro.AI conducted three weeks of virtual coaching sessions where HR leaders practiced prompt engineering and fine-tuning model inputs and outputs. The goal was to ensure the team could independently manage the GPT model.

   
   

Results Within two months of deploying the solution, Global Contact Solutions achieved measurable improvements:

• 20% Reduction in Attrition: Insights from the AI-driven analysis led to targeted interventions, such as enhanced management training and revised compensation packages.

  
  

• Faster Insights: The time taken to analyze exit survey data dropped from weeks to hours, allowing HR leaders to act on feedback in near real-time.

  
  

• Actionable Feedback Loops: The HR team implemented a feedback loop where key findings from exit surveys were regularly shared with operations and leadership teams, fostering a culture of continuous improvement.

  
  

Next Steps Emro.AI recommended expanding the use of the GPT model to analyze other types of employee feedback, such as engagement surveys and performance reviews. Additional quarterly refresher training sessions were also planned to keep the HR team up-to-date on best practices in AI literacy and prompt engineering.

Conclusion This case study demonstrates how Emro.AI’s QutrOS platform, combined with targeted AI-literacy training, can enable HR teams in contact centers to derive actionable insights from employee feedback. Whether your organization needs a fully managed AI solution or wants to build internal AI capability, Emro.AI offers a flexible approach to meet your needs.

Stay tuned for more case studies on how Emro.AI is transforming BPO operations with customized GPT solutions.