Precision Service at Scale
Professional Service
62%
Cost Reduction
up to
94%
CSAT
Workflow: Customer Experience Proctor
Industry: Technology
Annual Transactions: 1,000,000+
The real struggle in customer experience wasn’t handling demand—it was meeting expectations that kept rising faster than operations could adapt. Customers wanted instant answers, seamless handoffs, and empathy in every interaction, but fragmented tools and uneven processes left teams chasing problems instead of shaping experiences.
Rather than just adding more agents, FTO introduced Proctor Reps as orchestrators of the entire journey. They aligned systems, connected conversations across channels, and ensured that every handoff carried the full context forward. Each touchpoint became less about resolution in isolation and more about building a reliable, repeatable experience.
The change strategy centered on foresight and adaptability: sentiment analysis to detect pain points early, rotational cross-training so agents could flex across functions, and scheduled calibration reviews that aligned teams on quality and tone.
The impact was clear: First Contact Resolution rose to 85%, Average Handle Time dropped below six minutes, and Customer Satisfaction climbed to 94%. Support was no longer a back-office function—it became a performance engine, proving that service, when designed with precision, creates loyalty that endures.