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A national contact center supporting 300+ clients replaced error-prone scripting and manual workflows, cutting transfer rates by 13 points with Knowledge Assist and CX Actions.

The challenge: Disconnected tools, high agent error, and operational risk

BPO American’s agents handle customer interactions for 300+ clients across regulated industries like healthcare, insurance, and financial services. Each client has its own logic, policies, and compliance requirements. 

But their on-premise scripting tools couldn’t keep up.

• Power outages knocked systems offline, leaving agents with no guidance
• Scripts weren’t connected to data, and agents had to guess or memorize
• Agent error was common: wrong buttons clicked, the wrong data shared
• Every integration and script update required technical effort
• Critical workflows operated without auditability or structured controls

“If you’re having an agent press buttons, someone’s going to press the wrong one. It happens.” – Ross Fordham, Implementation Analyst at BPO American

Manual steps introduced human error. Agents made mistakes not from carelessness, but from cognitive overload. The company needed guardrails.

Implementation: Easy setup, with collaborative ownership

BPO American rolled out Zingtree with a focus on flexibility, speed, and scalability. 

• One-time CX Actions setup per client system
• Reusable templates for answering services and multi-client workflows
• Script maintenance distributed across teams and even to clients

“It used to take us a week to build a script. Now we can do it in a day or two. And clients can even make edits themselves.” – Ross Fordham

Solution: Real-time logic, built-in AI, and fewer mistakes

BPO American chose Zingtree for its ability to serve as a centralized logic layer, powering complex resolution workflows with embedded decision logic, real-time integrations, and AI guidance.

What they deployed:

• CX Actions: Automate back-end lookups and writebacks mid-call without switching tabs
• Knowledge Assist: Summarize client knowledge bases, PDFs, and external sites using AI
• Dynamic workflows that adapt by client, product, and issue type
• Secure, compliant infrastructure: Built for regulated environments and complex support

Agents now follow workflows that:

• Dynamically adapt based on the client, product, or user input
• Automatically pull in context, no more manual copying or data reentry
• Eliminate common errors and reduce escalation volume

“We’re not just guiding agents—we’re removing the need for them to remember or guess. That’s how you reduce error.” – Ross Fordham 

Results: Accuracy, speed, and confidence at scale

Zingtree helped BPO American improve quality, speed up onboarding, and operate more securely—across hundreds of high-stakes workflows.

• 13-point reduction in transfer rates within two weeks for one client
• Script build time reduced from 5-7 days to 1-2 days
• Agent error significantly reduced with backend automation and logic
• Faster onboarding and approval cycles for new clients
• Clients now contribute to and maintain their own flows

“We’ve reduced a lot of agent error… just being able to pull the data automatically and display it has definitely limited that.” – Ross Fordham

Looking ahead

BPO American now sees Zingtree as a foundational automation layer across its operations. 

Next steps include:

• Introducing client-facing self-service built on the same decisioning logic
• Expanding CX Actions to automate more tasks like warranty validation and CRM updates
• Scaling Knowledge Assist to pull client-specific answers for more programs
• Using AI-powered insights to improve routing, deflection, and agent coaching

“We couldn’t do any of this without Zingtree. It’s sped up everything, from onboarding to approvals to QA.” – Ross Fordham

About BPO American

BPO American is a leading U.S.-based provider of contact center and business process outsourcing services. With deep expertise in handling high-volume, multi-channel customer interactions, they support over 300 client accounts across industries, delivering phone, chat, email, and text-based services.

About Zingtree

Zingtree is the deterministic Agentic AI platform that gives support teams control over how AI automates complex resolutions, connecting the dots between data, logic, and compliance.