Cutting speed-to-competency by 7 working days.
High agent turnover was inflating AHT by 20% and dragging retention. MOJO-CX rolled out re-engineered conversation flows to 120 agents in two weeks, and the new-starter ramp shrank from 80 days to 73 — saving £2.5m+ annually across two metrics.
For every 10% increase in adherence to the new flows, AHT improved 2% and retention rate moved 2% — a relationship the BPO could now manage as an operating variable. Low-tenured agents hit adherence twice as fast as their more-experienced peers, reversing the conventional ramp curve.
An Insurance/Telco-specialist BPO was experiencing high staff turnover — leading to a 20% increase in AHT and a corresponding hit to retention rates. The mandate from the executive: reduce AHT by 10%, lift retention by 10%, and bring new-starter competency time down from 80 working days post-Grad Bay to 75 days.
Three targets, one quarter, the same agent population. Traditional QA and coaching cycles weren't going to move the needle fast enough on any of them.
- Deployed new scripts to ~120 agents in 2 weeks, of which 60 had under 30 days tenure.
- Adherence achieved twice as fast in low-tenured agents — reversing the typical ramp curve. New starters were already outperforming established staff on the new flows within their first month.
- For every 10% increase in adherence: 2% improvement in AHT, 2% improvement in retention rate. A measurable relationship the BPO could now use as an operating dial.
- Low-tenure agents hit competency 10% faster — 7 working days ahead of the BPO's existing planning model assumptions.
- £1.6m per annum in incremental retention value
- £875k per annum in direct AHT reduction
- 7 working days reduction in speed-to-competency — beating the 5-day mandate
- Total annualised value: £2.475m, plus the structural headcount-planning improvement
For every 10% increase in adherence, we got 2% on AHT and 2% on retention. We finally had a dial we could move — and the dial moved fastest on the agents who'd been with us the shortest time.
Auto-coaching tied to specific conversation flows — measured on 100%, surfaced in hours.
Leader AI scored every conversation against the new flows and identified the adherence outliers — both high and low — by agent and tenure. New starters got the targeted coaching that closed the ramp gap. 5× more coaching sessions per agent per week. 30% faster competency overall.
Meet Leader AI →See your own ramp curve through MOJO-CX.
Two-week Analyst AI Auto Discovery on one new-starter cohort. We size the ramp improvement available in £.