Representative transformation / fictional company
BPO & contact center / Operations and quality platform
Meridian Response Group
Campaign operations, quality reviews, attendance, and client reporting lived in separate systems. We designed one operating layer across them.
Weekly client reporting reduced from about 7 hours to 90 minutes.
- Approximately 180 employees
- Seven active client campaigns
- Inbound and outbound operations
- Distributed supervisors and quality team
The business challenge.
Meridian ran seven client campaigns across two telephony environments. Workforce scheduling worked, and the dialers worked, but managers stitched the operating picture together in spreadsheets. Quality reviewers sampled whichever calls they had time to reach.
- Campaign data came from telephony, workforce, and client systems
- Quality reviewers maintained separate scorecard spreadsheets
- Supervisors had no shared view of attendance, performance, and open issues
- Client reports required several hours of manual preparation
- Manual call sampling covered only a small share of conversations
The platform.
The first release gave supervisors one campaign view for attendance, service level, open issues, and daily notes. A common QA scorecard followed in the next release.
- Campaign and client configuration
- Supervisor operations dashboard
- Quality-assurance workflows and scorecards
- Agent performance timeline
- Issue and coaching records
- Client reporting with role-based access
Automation and AI, where useful.
Automation follows a defined workflow. AI prepares, summarizes, or flags work for review when judgment still belongs with a person.
- Assemble weekly client reports from connected systems
- Transcribe and summarize selected calls
- Flag conversations for human quality review
- Prepare coaching themes by campaign
- Alert managers to attendance and performance exceptions
What changed after launch.
Client reporting was largely assembled automatically. AI-assisted call analysis suggested conversations for reviewers, but people approved every score and coaching action. Review coverage grew from roughly 4% to about 24% of eligible calls.
Two legacy campaigns still export one performance file each morning because their vendor does not provide a dependable API.
Weekly client reporting
BeforeAbout 7 hours
AfterAbout 90 minutes
Eligible calls reviewed
BeforeRoughly 4%
AfterAbout 24%, AI-assisted
Supervisor operating view
BeforeFive sources
AfterOne campaign workspace
“We did not need another dialer. We needed the seven campaigns to look like one operation when the day started.”
Growth partnership for the initial operating platform, followed by ongoing releases and support.
Book a Free ConsultationThis is a representative transformation. The company and stakeholder names are fictional, and the figures are illustrative of the class of outcome this model is designed to support.