Case Study  ·  BPO & Contact Centre

Multilingual Contact Centre Scaled to 4× Capacity Without Adding Headcount

The Challenge

A managed contact centre operation handling customer service for enterprise clients across eight European markets was facing rapid volume growth that could not be met by hiring at the required pace. Attrition rates were high, training costs were significant, and maintaining consistent quality across eight languages was an ongoing challenge. The operation needed to scale throughput without a proportional increase in headcount cost.

The Approach

CallAgent was deployed across the operation's eight language markets after a ten-week embedding period during which Almanor AI engineers analysed interaction histories across all markets, built domain-specific models for each language, and mapped the escalation patterns that determined when AI should hand off to a human agent. Deployment was phased by market, with each market going live as its language model reached validated accuracy thresholds.

The Results

Within six months of full deployment, the operation was handling four times its previous contact volume with the same agent headcount. CallAgent was achieving a first-contact resolution rate of 71% autonomously, with agents handling the remaining 29% at higher quality as they were no longer burdened by routine contacts. The operation has since expanded the model to two additional markets using the same framework.