Unleashing the Power of AI and Super Agents
When the global pandemic struck, [24]7.ai moved swiftly to protect our employees and ensure our global contact centers were able to keep operating without disruption. We established secure, compliant work from home (WFH) capabilities and moved all hiring, training, and engagement activities from in-person to virtual. Our industry-leading Accelerating Consistent Excellence (ACE) global operating framework forms the foundation for standout performance. As we look to the future, we’re making WFH technology available to help companies maintain business continuity and balance risk during times of crisis—and also as a new way of operating, to increase flexibility and reduce costs.
We understand the critical need to maintain or even increase communication with consumers during times of crisis. Learn how [24]7.ai helped businesses adapt overnight, and how we can help you prepare for the future.
BPO of the Year awards the provider that redefines the standard for strategic partnership evidenced through world-class service and exemplary efficiency. The winner is evaluated based on their ability to:
Listen to Michael DeSalles, Principal Analyst at Frost & Sullivan, discuss the ideal work environment, the hiring process and training programs to improve satisfaction and lower attrition.
We focus on ensuring consistency in delivering critical KPIs. We support continuous learning through multiple platforms, including virtual learning sessions and gamified apps. Our innovative supervisor as a leader coach program empowers supervisors to manage performance, engagement, and goals. A single line of command builds high-performing teams and closes the gap between an identified coaching need and improved outcomes. And our automated performance management tool serves as a one stop shop for virtual contact center team leaders.
We employ our unique ACE framework to consistently deliver results. Key ACE components include holding monthly goal-setting discussions, using analytics to manage agent behavioral quotient (BQ), and keeping teams engaged with regular group activities. We create a culture of coaching through virtual training sessions, plus agent incentives and recognition. To support success and drive better outcomes, we provide a performance management playbook and make it easy to centralize control with our all-in-one tool.
![Highly skilled [24]7.ai agent providing a better customer experience](/sites/default/files/styles/490xauto/public/image/content/col_two_block/what-make-247-super-agents-better_3.png.webp)
Armed with intuitive, AI-powered technology to help them handle complex interactions with ease, our agents drive better results across voice and digital channels. Quality service is the cornerstone of any business—and that means meeting your customers where they are and making it easy for them to get things done. Keep your customers happy, and keep them coming back.
To make sure we have the top performing and most customer centric agents, we use analytics-backed assessment to hire candidates with high emotional intelligence. We also test for technology and language competency. Our voice agents learn conversational skills, comprehension, and the importance of tone. This ensures they can understand context, respond quickly, and successfully manage complex scenarios.
Conversing with customers via messaging and chat channels is not the same as talking on the phone. Our digitally-savvy chat agents understand textual nuances, are fluent in new asynchronous messaging lexicons, and get ongoing coaching to align to your brand’s DNA. Over 60% of customer service requests start online—now you can deliver superior experiences in the preferred channel while boosting productivity.
Whether you're looking to increasing sales, improve CSAT, or streamline resolution, our chat agents deliver results. Plus, we have best-in-class agent satisfaction and retention rates—and happy agents make for happy customers.
We prepare our omnichannel chat agents for advanced digital environments and provide ongoing training. With our [24]7.ai Engagement Cloud unified SaaS platform supporting every interaction, you can count on us to stay ahead—even as consumer-brand interactions continue to evolve.
Improve first call resolution (FCR), reducing repeat contacts and average handle time (AHT). We combine top agents with our industry-leading AIVA conversational AI technology and analytics to make interactions more effective, delivering greater value for your investment.
With contact centers in key regions around the world, we offer onshore, offshore, or near shore agents for greater diversity and proficiency in more languages. Get to market faster with the power of global technology plus easy integration with existing systems, and reach high performance quickly.
[24]7 Agent Services follows a rigorous compliance framework because we understand the need to meet regulatory requirements as well as organizational rules, policies, and standards.
Combine intelligent automation with human insight to dramatically improve CX. BPO agents work alongside AI-powered virtual assistants to anticipate customer needs and accelerate resolution times. Handle higher volumes, control costs, and boost satisfaction.
Ensure operational excellence with powerful performance monitoring tools. Gamified daily training supports ongoing improvement, with text mining of transcripts to identify pain points and empower agents to achieve better results.
With 20+ years of experience running global contact centers, [24]7.ai is the partner you can trust for all your customer service, sales, and technical support needs. That’s why 90% of our clients ranks us #1 compared to all other competitive BPO agent services solutions.
In this difficult time, what you guys have been doing to help us, and your various suggestions to improve have not gone unnoticed. We have to call this out again and again so that everyone in the organization appreciates the contributions of [24]7.ai.
—Leading US Broadcast Company
[24]7.ai, you are the role model in whatever you do! You hold your brand high, you are among the best and whatever you do you do it with full integrity. Very well structured and very well presented. Thank you for all the hard work you guys are putting in, this doesn’t go unnoticed, definitely some good traction week on week.
—Leading US Telco
Congratulations on yet another Partner Performance Scorecard victory (a three-peat!)! We thoroughly appreciate your dedication to helping us provide world-class customer service to our customers and appreciate you bringing a customer-obsessed mindset to work every day! Your contribution to our network is very much appreciated. Thanks again for your wonderful partnership and great results in the 1st Quarter of 2021 Fiscal Year!
—Leading US Consumer Electronics Retailer
Great Job [24]7.ai, for the tremendous job that you guys do despite of the lock down! You guys were able to ship systems, set WFH for team and also start delivering results, which is great.
—Largest US Department Store Chain
[24]7.ai has gone beyond our expectations; we never expected such comprehensive, systematic controls to be in place.
—Leading US Retailer
Very exciting to know about the activities you all conducting to keep the morale high in these times. I would like to hear more of what you are doing as part of Engagement Activities.
—Leading US Financial Institution
I want to thank you from the bottom of my heart for all that you have done to move agents and support teams into an at home environment in the India locations. We recognize the amount of work that has been so thank you.
—Leading American Multinational Retailer
What a fantastic job you guys are doing …you guys have the right focus and some of the call outs are amazing. You have an amazing team that just focuses on the right things to execute …I am super proud of the way you guys have come up right on to the top.
—Leading American Telco
Our agents strive to become an extension of your brand by providing your customers with product or service expertise and an experience that fits your brand.
We recruit the best-matched agents and provide ongoing coaching to ensure we overachieve your goals. That’s why we’re the best in the business. Our Digital Agent 4.0 ecosystem uses contextual, data-driven tools and performance tracking for the best possible results.
We speak your customers’ language and know how to read between the lines. Our agents are engaged, skilled, and fulfilled—which is why we have low churn and high retention.
You can rely on [24]7.ai today, tomorrow, and beyond. We’re the partner you can trust to stay one step ahead of the technology curve and accelerate resolution.
We value our employees, strive to make a difference in the communities where we work, and couldn’t be prouder of our achievements around the world.
Great Place to Work® is the global authority in creating and identifying the best workplaces worldwide. Being named one of India's Best Workplaces for Women is a celebration of the fact that we are one of the safest and most welcoming workplaces for women.
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The 2020 Asia-Pacific WEPs Awards, sponsored by WeEmpowerAsia, a joint program of UN Women and the European Union, is the first regional awards initiative that encourages, values, and recognizes the efforts of individuals and businesses to promote gender-inclusive cultures and gender equality.
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[24]7.ai is proud to support women around the world. We were thrilled to be named one of the top 20 places for women to work in Guatemala.
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Business process outsourcing (BPO) is the hiring of another company or vendor to handle different components of your business. It is essentially the outsourcing of non-primary needs to a third-party. You may decide that a different company can execute various tasks better, cheaper, or more efficiently than you can in-house.
Outsourcing is a practice that involves hiring an external organization to perform business functions in place of performing this work internally. Companies typically outsource non-essential activities or roles so that they can focus on core responsibilities and maximize efficiency internally. Some business operations that are commonly outsourced include customer service, IT management, accounting, and marketing.
Offshoring is the process of relocating business operations to a foreign country or different location. Unlike outsourcing, companies that offshore often delegate core responsibilities to an internal team working remotely. Offshoring can help companies save on labor costs and resources, as well as take advantage of tax benefits.
One way to ensure that your customers have a great experience is to outsource your customer service operations to a call center. By doing so, you can offload the responsibility of providing great customer service to a company that is experts in the field.
Learn about the 7 key benefits of outsourced call centers.
There are 4 things you can quickly do to improve customer service continuity:
Learn more about customer service continuity.
When the global pandemic struck, companies around the world scrambled to move to a work from home call center model virtually overnight. Now, many organizations are embracing the flexibility remote work can offer employees as well as the cost savings and other business benefits. And a dispersed workforce makes it easier to ensure a seamless customer experience in any event.
![Tech Retailer Reaps Rewards of Going All In on [24]7.ai Chat](/sites/default/files/styles/362x223/public/image/content/success_story/cs-large-consumer-tech-retailer.jpg)
Case Study
Tech Retailer Reaps Rewards of Going All In on [24]7.ai Chat and Agent Services
![Telecom Giant Leverages Trusted BPO Partner [24]7.ai for Social Media Support](/sites/default/files/styles/362x223/public/image/content/success_story/cs-telecom-giant-leverages-trusted-bpo-partner.jpg)
![Global Communications Giant Relies on [24]7 Agent Services](/sites/default/files/styles/362x223/public/image/content/success_story/cs-global-telecommunications-company-thumbnail.jpg)
