ENABLE Intelligent Operations
- Workforce management aligns staffing to demand reducing idle time and Queues
- AI-driven accent harmonization removes communication barriers boosting first-call resolution and customer satisfaction
- AI-driven knowledge management system ensures consistent and accurate resolutions
- CRM solution ensures every action and CTA is captured
- AI-enabled smart work-at-home solution ensures compliance and data safety along with productivity
COACHEmpowering Operators, Perfected by AI
- AI-powered insights enable personalized, operator-level coaching to drive continuous performance and confidence
- Post-contact analysis translates key metrics into actionable coaching – enhancing consistency, quality, and impact
- AI-driven post-training-session analytics empower trainers to continuously improve their training delivery
RETAIN Feedback to Foresight
- Attrition Predictor powered by ML, delivers weekly employee risk scores using unique data signals; paired with automated skip-level CheQ-Ins, it enables early interventions to improve retention and engagement
CXBPO PROCESS EVOLUTION
4th Generation of Process Intelligence
At iQor, we’ve evolved with the BPO industry—transforming from manual, offshore operations into an intelligent, AI-driven ecosystem.
Our journey has redefined process orchestration, moving from rigid workflows to seamless automation. Coaching has shifted from static manuals to real-time, AI-informed feedback. Retention strategies now go beyond surveys—becoming predictive, personalized, and wellness-focused.
As we enter the Neural Backbone era—powered by chatbots, virtual assistants, and machine learning—we remain committed to a simple promise: blending data with empathy and intelligence with action to deliver CX that connects and transforms.
 Norm & Storm People Heavy, Evolving |
 Tech & Process Software & Tech Adoption |
 Automation Focus on Efficiency & Automation |
 Neural Backbone AI-Driven Process Engagement |
|
|---|---|---|---|---|
| Enable | Outsource non-core functional processes, offshore centers, global process drafts | CRM & knowledge article boom | Speech-to-text analytics, employee work environment automation, work at home | AI chatbots, virtual assistance self service, contact deflection |
| Coach | OJT based on process manuals, documented knowledge via print media | LMS and feedback loop | Mobile-friendly coaching platforms, real-time automated QA feedback | AI-powered analytics integrated into feedback loops, predictive coaching, and personalized interventions |
| Retain | Basic onboarding and cultural awareness | Employee recognition, R&R systems, employee survey | Voice of workforce, flex schedules | Attrition predictor, focus on mental health |
PROCESS iQ
ENABLE Our Clients and Our People
Our AI powered proces enablement revolutionizes workforce management with strategic planning and seamless omnichannel integration for unified customer journeys. Our accent harmonization technology ensures clear, frustration-free communications, boosting customer satisfaction. Gen AI Knowledge Assist rapidly equips teams with accurate insights, improving resolution times and operational efficiency. Robust, secure smart work-at-home solutions ensure compliance, manage risks proactively, and sustain exceptional service quality. Process iQ empowers your business with intelligent, optimized operations, consistently elevating customer experiences.
Results
- Strategic Workforce Planning 2% shrinkage reduction (10 FTEs saved), 105.7% delivery vs. staffing lock
- Accent Neutralization +14% FCR, +24% LTR, –18% AHT, +22% CSAT
- CX Platform Integration 360° customer visibility, seamless omnichannel experiences
Strategic Workforce Planning
We help you design and optimize workforce models that align with your business goals. Whether scaling operations, enhancing service levels, or reducing costs, our platform provides forecasting insights and capacity planning tailored to your unique structure and seasonal trends.
Omnichannel Integration
We streamline your customer journey by integrating voice, chat, email, SMS, and social into a single platform. This enables real-time visibility and unified reporting, allowing you to drive consistency across channels and make faster, data-driven decisions.
Accent Harmonization
AI-powered accent neutralization and noise cancelation improves the experience for your customers by removing communication barriers, ensuring clearer conversations, and reducing the frustration often tied to language or regional accents.
Gen AI Knowledge Assist
Empower your customer-facing teams with instant, AI-curated access to accurate information, leading to faster resolution times and higher customer satisfaction. Our solution enhances knowledge flow across departments and integrates seamlessly with your existing knowledge bases.
Smart Work-at-Home Solutions
Our Work-at-Home infrastructure not only supports your remote workforce securely but ensures your customers receive consistently high-quality service through intelligent monitoring and risk mitigation. This enforces a clean-desk policy, reduces data risk, and ensures proactive risk management with live alerts.
PROCESS iQ
COACHING Redfined with AI
Coach transforms every customer interaction into a growth opportunity by turning 100% of call and chat data into personalized, behavior-based feedback. Post-contact analysis pinpoints performance trends and coaching moments, helping agents build skills faster and deliver more consistent service. AI-driven insights empower trainers with post-session analytics, enhancing training effectiveness and knowledge retention. This closed-loop system sharpens frontline readiness, accelerates learning curves, and elevates service quality. With Coach, your teams don’t just learn—they evolve continuously, backed by data and guided by intelligence.
Results
- Reduced performance variability by 20%; ramp-up time cut by 15%
- +12% quality score improvement,18% decrease in repeated errors
- Up to 25% increase in trainer effectiveness ratings
AI Coaching Insights
Delivers personalized, agent-level coaching using post-interaction data and behavioral analysis. Translates 100% of call data into feedback loops for targeted coaching and skill building. This approach drives more consistent performance, faster learning curves, higher quality of service.
Post Contact Analysis
Transforms call and chat metrics into actionable coaching triggers. Identifies key behaviors, tracks agent performance trends, and flags gaps proactively. Enables data-backed coaching sessions that improve agent consistency and drive positive impact.
Train the Trainer Powered by AI
Uses AI insights to assess training effectiveness and guide continuous improvement. This equips trainers with post-session analytics to refine content and delivery. Stronger upskilling programs, better knowledge retention, and higher agent readiness can be driven through this methodology
PROCESS iQ
RETAIN Feedback to Foresight
At iQor, retention is powered by insight and empathy. Our ML-driven Attrition Predictor flags weekly risk signals, enabling timely interventions through automated CheQ-Ins that strengthen employee engagement. Certified as a Great Place to Work®, we invest in culture, recognition, and purpose to ensure our people thrive. Our Flexi Work Model reinforces security and quality, supporting productivity from anywhere. By championing diversity and inclusion, we create an environment where every voice is heard—and every talent, retained.
Results
- 80% agent save rate for those identified as likely to attrit
- 20% reduction in monthly attrition compared to periods without the APQ tool and process in place
- $5.7M annual savings due to APQ
- $5M invested in employee health benefit
Attrition Focus
Our Attrition Predictor (APQ) powered by ML, delivers weekly employee risk scores using unique data signals. Paired with automated skip-level CheQ-Ins, it enables early interventions to improve retention and engagement.
Great Place to Work®
iQor is focused on cultivating a workplace that earns Great Place to Work® Certifications. This is a testimony to and culmination of the efforts we invest in ensuring our workforce is excited, empowered, and rewarded for the quality and service outcomes they deliver to customers.
Flexi Work Model
iQor’s technology-enabled work-at-home environment enforces data security and a compliant work environment for our employees. This is an added advantage towards our retention efforts ensuring customer experience and quality are front and center to what we do irrespective of where we work.
Diversity and Inclusion
At iQor, diversity and inclusion aren’t just ethical imperatives — they’re strategic advantages. By fostering a workplace where all voices are valued, we not only improve retention through belonging and engagement but also attract top talent seeking purpose-driven, inclusive cultures.
INSIGHTS IQ
The iQor Difference
Hire
- Strategically target top talent at scale with our recruitment AI integration.
- Smart, secure, and self-service process driven by AI scoring that removes bias before recruiters connect.
Onboard
- Seamlessly integrate, equip, and engage.
- AI-powered onboarding ensures consistency and reduces onboarding time by ~50%.
- Reflects on our eSAT@~98%.
Train
- Speed to competency and confidence by AI-driven training capabilities.
- Modern learning studio fosters collaboration and teamwork.
- AI innovations have yielded ~50% proficiency increase within a short timeframe.
Enable
- Intelligent operations powered by our AI-enabled tech stack.
- Accent harmonization, WFM, CRM, and knowledge management ensure consistency and repeatability.
Coach & Retain
- Empower operators through coaching and feedback—driving engagement and reducing attrition.
- AI-powered insights enable operator-focused coaching.
- Attrition predictor ensures we address and retain talent.
Enable expert throughput, performance, and employee retention for CX that connects and transforms.
