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Executive Summary
Results at a glance
- 25% reduction in Average Handle Time
- ~60% improvement in understandability scores
- Higher CSAT and QA ratings
- Fewer call disconnects and more
The challenge: noise fatigue in a high-volume contact center
Operating from South Africa and serving international clients across industries like finance, healthcare, retail, and tech support, iContact BPO runs a bustling, high-volume contact center.
But with that vibrancy came a perennial issue: background noise and voices. Loud environments led to:
- Miscommunications and repeated questions
- Increased average handle time (AHT) and call disconnects
- Lower customer satisfaction (CSAT) and comprehension scores
- Higher agent fatigue and stress
Despite trying various headsets and noise tools, nothing delivered the consistent, clear audio needed to improve customer experience at scale.
The solution: Krisp AI Noise Cancellation
iContact started with a pilot on healthcare campaigns—where clarity and accuracy are non-negotiables. The results spoke for themselves: better Mean Opinion Score of voice quality of any interaction, faster handle times, and higher CSAT.
That success led to a full rollout of Krisp AI Noise Cancellation across 750 systems, completed in just one week.
Krisp’s technology provided bidirectional Noise Cancellation—removing background distractions for both customers and agents—as well as Voice Isolation, ensuring the speaker’s voice comes through clean and professional on every call.
Key decision factors included:
- Seamless integration into iContact’s tech stack with strong training and support
- Compliance & security with SOC 2, GDPR, and POPIA standards
- Cost efficiency with a license-per-system model, critical for three-shift operations
- Proven quality: the clearest and most reliable noise cancellation solution tested
“By integrating Krisp AI, we’ve improved both agent and customer experience while reinforcing our commitment to innovation and better ways of working.”
Results: transformative impact on CX and agent experience
Quantifiable impact
9%
reduction in Average Handle Time (AHT)
70%
fewer noise complaints from customers
30%
reduction in call disconnects
8%
improvement in QA scores
4%
increase in agent retention
24%
savings on enablement costs (less spend on headsets)
Qualitative impact
Beyond the numbers, Krisp AI transformed daily life for both agents and customers. Agents experience less fatigue and cognitive load, staying more focused and less stressed throughout their shifts. Customers benefit from smoother, distraction-free conversations, with no need for repetition.
The improvement also strengthens compliance by reducing the risk of missed details in regulated industries like healthcare and finance. And with consistently clear, professional calls, iContact reinforces its reputation as a trusted global BPO provider—an edge that matters in highly competitive markets.
A future built on Human + AI partnership
For iContact, the Krisp partnership is more than a technology deployment—it’s a step toward redefining the balance between AI and human expertise in customer service.
With noise cancellation now a proven success, iContact is exploring next-generation innovations, such as AI Accent Conversion and AI Agent Assist, to further enhance clarity, reduce communication bias, and reinforce efficiency in any interaction.
The company firmly believes that technology and people are complementary: Krisp handles clarity, while agents bring the empathy, cultural affinity, and human touch that make South Africa one of the world’s top BPO destinations.
