Imagine calling a customer support center and resolving your issue in minutes—no long wait times, no back-and-forth, just seamless, efficient service. That’s the experience RCC BPO is committed to delivering every single day.
With over 19 years of industry leadership and a team of 2,000+ bilingual experts, RCC BPO has built a reputation for exceptional customer support across industries like E-commerce, Retail, Banking, Telecommunications, Healthcare, and more. But as customer expectations evolve, so must we. That’s why we’ve embraced Arya, a cutting-edge AI-powered assistant by Omind, to transform how our customer support and CX agents work.
The Customer Support Challenge: Why We Needed AI
Customer support isn’t just about answering calls—it’s about solving problems quickly and effectively while making customers feel valued. But let’s be real: behind every great interaction is an agent juggling multiple screens, searching for information, and trying to resolve issues under pressure.
Some of the biggest challenges we faced before implementing Arya included:
Slow resolution times – Agents had to manually search for answers, leading to long hold times.
Inconsistent service quality – Newer agents struggled to match the expertise of senior reps.
Repetitive manual work – Logging calls, summarizing conversations, and updating records ate up valuable time.
Language barriers – Even with a bilingual team, accents and miscommunication sometimes led to misunderstandings.
We knew that if we wanted to provide faster, smarter, and more seamless support, we needed technology that worked with our agents, not against them. That’s where Arya stepped in.
How Arya is Changing the Game at RCC BPO
Arya isn’t just another AI tool—it’s a real-time assistant that helps our agents work smarter. It’s like giving every team member their co-pilot, guiding them through customer interactions with AI-driven insights.
1. No More Endless Searching
Arya pulls up relevant information instantly so agents don’t have to dig through multiple systems. This means faster responses, shorter call times, and happier customers.
2. Say Goodbye to Manual Note-Taking
Nobody enjoys spending time on post-call documentation. Arya automates call summaries, letting agents focus on what really matters—helping customers.
3. Smarter Customer Interactions
Arya listens to calls in real time, analyzing sentiment, tone, and key details to help agents adjust their approach. This means more personalized service and higher satisfaction scores.
4. Clearer Communication, Fewer Misunderstandings
Arya’s real-time speech enhancement and pronunciation assistance ensure that even the trickiest customer conversations go smoothly, eliminating miscommunication and frustration.
5. Data-Driven Coaching & Training
Instead of waiting for performance reviews, Arya provides instant feedback on agent interactions, helping them improve on the spot. The result? A more skilled and confident support team.
The Results Speak for Themselves
The integration of Arya has led to substantial improvements across our customer support operations. By empowering our agents with AI-driven tools, we have achieved:
25% reduction in Average Handle Time (AHT) – Faster resolutions, happier customers.
15% increase in First-Call Resolution (FCR) – Agents can solve more problems on the first try.
20% boost in Customer Satisfaction Scores (CSAT) – Personalized, efficient service leads to better experiences.
30% decrease in manual workloads – Less time spent on repetitive tasks, more time focusing on customers.
What’s Next? AI-Powered CX for the Future
Arya has already transformed the way we handle customer interactions, but we’re just getting started. At RCC BPO, we believe that human expertise + AI-powered efficiency is the future of customer support. By embracing this technology, we’re making sure that every customer receives faster, more personalized, and truly seamless service.
Because at the end of the day, great customer experiences don’t just happen—they’re built. And with Arya, we’re building them better than ever.
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