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Redial BPO Boosts QA Scores & Efficiency in 30 Days with SymTrain

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Industry

Business Process Outsourcing

Challenge

Redial BPO needed to improve agent readiness, maintain exceptional QA standards, and increase operational throughput while onboarding and training agents.​

Results

By implementing SymTrain’s AI Coaching, in the first 30 days using SymTrain, Redial BPO cut Not Ready time by 1.48%, increased QA to 99%, and improved call volume by +2.33 calls per agent per hour, driving measurable performance gains.​

Use Case

Onboarding

redialbpo.com/
1.5%
Reduced Not Ready Time
99%
QA Score
2.3
Additional Calls per hour

The insights we get from SymTrain reports are incredibly valuable. They allow us to look into individual agents and teams, making it easy to pinpoint the areas where our agents excel the most.

Training Director

Angie Salto

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About Redial BPO

Redial BPO operates in South Africa and Baja California, serving global clients with tailored BPO solutions. With advanced technology and a skilled workforce, Redial is dedicated to exceeding client expectations by combining efficiency with service excellence.

The Challenge

Redial’s leadership set ambitious goals to go beyond already strong performance metrics. They needed to cut agent downtime, sustain world-class QA scores, and reduce call handling times to elevate both productivity and customer satisfaction.

The Solution

By implementing SymTrain, Redial leveraged AI coaching simulations to target specific performance levers: Not Ready %, QA Scores, Talk Time, and Wrap-Up Time. Agents practiced real-world conversations in a safe environment, while managers used data-driven insights to close gaps quickly.

The Results

  • Not Ready % dropped from 17.53% to 16.03%
  • QA Scores rose from 97.13% to 98.20%
  • Talk Time per call optimized from 00:09:16 to 00:09:02
  • Wrap-Up Time cut from 24:29 to 13:53, exceeding the 22-minute target

Redial’s team saw stronger efficiency, improved workflows, and enhanced customer interactions within just one month.

Ready to Drive Performance Gains Like Redial?

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