Overview
Five Star Call Centers delivers outsourced customer service solutions across various industries, each supporting multiple interaction platforms, reporting requirements, and operational complexity. Managing performance across this landscape required extensive manual effort, with some managers spending up to an hour each day pulling reports from multiple systems.
With Brightmetrics, Five Star has cut that reporting time in half, saving individual managers 10 to 20 hours per month. Monthly business review prep, which once took up to 4 hours, is now automated. The platform’s real-time dashboards and flexible reporting also reduce reliance on IT and give managers instant access to the performance insights they need to act quickly.
By consolidating data across internal operations and client environments, Brightmetrics has helped Five Star improve agent performance, streamline decision-making, and scale reporting across more than 50 managers, making it an essential part of daily operations.
Challenge
Five Star Call Centers, a business process outsourcing (BPO) provider, manages its internal operations and supports a wide range of clients, each with unique interaction platforms, reporting needs, and KPIs. This complexity makes it difficult to generate timely, actionable insights across the board.
Operations Manager Nick Ramstad and his team oversee around 1000 internal agents and scale up to 1,500 during seasonal peaks. Pulling consistent performance data from multiple platforms required building APIs, running custom queries, and stitching together reports manually. Even with IT support, managers spent 10 to 20 hours gathering and consolidating data each month.
This manual, time-consuming process slowed decision-making and limited the team’s ability to proactively respond to performance issues or evolving client needs. A more scalable, efficient solution was required.
Solutions
With nearly 15 years of experience at Five Star Call Centers, Operations Manager Nick Ramstad knows what it takes to turn performance data into meaningful action. Today, he works closely with supervisors, interaction platform managers, and account managers to optimize performance for internal teams and clients.
Brightmetrics delivered the flexible, integrated solution they needed. Its seamless compatibility with Genesys, Mitel, and Tableau eliminated the need for custom APIs and manual reporting. Instead, Nick and his team quickly built custom dashboards and performance summaries that combined data from multiple sources into clear, actionable views.
Nick initially used Brightmetrics to help managers monitor agent performance, spot anomalies, and adjust quickly. Later, he expanded his usage to real-time dashboards accessible on computers, mobile devices, and internal dashboards monitored by the team. These dashboards gave teams and clients instant visibility into queue volumes, agent activity, and call performance.
