Allied Global engaged Foresyte to increase sales conversion rates, decrease the average handle time within their call center, and differentiate within their competitor landscape. Lucency delivered stellar results for all goals, while also reducing overall agent attrition rates.
Allied Global's Mision
Allied global is a Business Process Outsourcer (BPO) providing an array of solutions for clients looking to outsource contact center operations. International companies rely heavily on Allied Global, a proven industry expert, for specialized contact center expertise.
"Brands typically partner with us to tap both our excellent staff and our lower cost structure. We help them achieve their goals while becoming more cost efficient."
Scaling a Global BPO Operation
Allied Global began operations in 2005 in Guatemala City with a 50-seat contact center. Today, the company has grown to more than 5,000 seats and 7,000 employees across four countries and 20 locations.
As Allied Global scaled, continued innovation became essential to differentiate in a highly competitive BPO market. To support this growth, the company implemented Lucency’s platform to deliver a more intelligent, data-driven customer experience.
According to Mr. Gordo, Allied Global needed a way to increase revenue while providing a more personalized and differentiated experience for each client—without adding operational complexity.
The Challenge
Allied Global set out to achieve two primary objectives when implementing the Lucency platform.
INCREASE CONVERSION RATES
The company aimed to improve client conversion performance by combining its strong agent training and sales development programs with proven technology. The target was a 10% increase.
REDUCE AVERAGE HANDLE TIME (AHT)
Average handle time is a critical metric for Allied Global's clients. The goal was a 5% reduction in average handle time without sacrificing quality.
THE RESOLUTION
In partnership with Allied Global's largest inbound sales clients, Foresyte was implemented across customer websites, existing telephony platforms, and agent CRMs to deliver real-time customer context at the moment of engagement.
Real-time customer context for agents
Foresyte captures behavioral and journey data from digital interactions and transfers that context directly into the agent CRM in real time. Sales agents now begin conversations exactly where customers left off online.
Intent-driven routing and prioritization
Machine learning-generated intent scores are applied within the existing telephony platform, enabling smarter call routing. High-intent callers are prioritized and routed to the most effective agents.
"We can see what a customer was actually looking at online and pass that information directly to our sales team through the CRM. Since customers don't have to start their journey over, the experience feels continuous, from the first website visit all the way through the call."
Average Handle Time
"Foresyte gives your top performers confidence, even if you're a rookie, you sound like an expert."
THE RESULTS
By leveraging the real-time customer context provided by Foresyte, Allied Global increased sales conversion rates by 37%. Agents were able to see what customers had already viewed online before calling in, allowing them to skip discovery questions and continue the conversation exactly where the customer left off. This led to faster, more relevant conversations and higher close rates.
Foresyte also helped Allied Global reduce average handle time by 64 seconds, significantly exceeding the original 5% reduction goal. With less time spent gathering basic information, agents were able to focus on closing and delivering better customer experiences.
Beyond performance metrics, Foresyte delivered an unexpected operational benefit: lower attrition. Sales account turnover decreased by 56% for new hires and 28% overall compared to other sales accounts. With clearer context and less friction during calls, agents ramped faster, felt more confident, and experienced less burnout.
"From my perspective, Lucency is a key tool to help our agents reduce the anxiety of not knowing what your customer wants. We now have a solid idea about the customers online search and activity. It also reduces the learning curve so we can set our focus on training sales process and skills."
DRIVE MORE REVENUE FROM EVERY CALL
Start tracking, attributing, and optimizing your phone conversions with Foresyte's real-time journey platform.