Outsourcing Success Academy
Learn how to effectively work with AI-driven BPO services—from setting KPIs to managing escalations.
3.5 Hour Modules • Virtual or In-Person • Focused & Interactive • Practical Outcomes
Build Your Custom Learning Path
Build the skills needed to operate, lead, and innovate within the next generation of BPOs. Our AI-Powered BPO workshops focus on developing the human, operational, and technical capabilities that enable high-performing voice, chat, and workflow operations. Each session is practical, interactive, and designed to upskill teams for AI-augmented service delivery.
AI-Ready Customer Operations
Learn how to transition traditional customer operations into AI-powered, omni-channel environments.
Key Outcomes:
- Map where AI adds value across customer interactions
- Define human–AI handoff points for service continuity
Voice Agent Mastery
Train teams to design, supervise, and optimise AI voice agents for inbound and outbound calls.
Key Outcomes:
- Design voice workflows and scripts for natural conversation
- Monitor and improve agent tone, accuracy, and compliance
Chat Agent Experience Design
Understand how to script, tune, and manage digital chat agents across multiple channels.
Key Outcomes:
- Apply conversational frameworks for chat automation
- Design escalation paths and feedback loops
Workflow Agent Integration
Explore how to embed workflow agents into back-office and support processes to boost efficiency.
Key Outcomes:
- Identify tasks suitable for automation
- Map and validate workflow dependencies
Quality Assurance in AI-BPOs
Develop a QA approach for AI-handled conversations and workflows that mirrors top human standards.
Key Outcomes:
- Create AI quality monitoring checklists
- Build escalation and error-correction frameworks
Human-AI Collaboration Skills
Equip employees with the communication and adaptability skills to work alongside digital agents.
Key Outcomes:
- Build confidence in hybrid collaboration
- Strengthen emotional intelligence in digital service roles
Performance & Analytics for AI Operations
Use AI analytics to track efficiency, conversion, and satisfaction in voice, chat, and workflow channels.
Key Outcomes:
- Interpret AI performance dashboards
- Translate data into operational improvements
Leadership in AI-Augmented Teams
Help leaders manage performance, trust, and transformation in AI-enabled teams.
Key Outcomes:
- Redefine KPIs and team metrics for automation
- Foster a culture of innovation and adaptability
Customer Experience in the AI-BPO Era
Combine automation with empathy to deliver seamless customer journeys across AI channels.
Key Outcomes:
- Design emotionally intelligent service flows
- Align CX metrics with automated operations
Complaints Management for AI Agents
Learn how to design, monitor, and manage complaint-handling processes in AI-enabled operations to ensure fairness, compliance, and customer trust.
Key Outcomes:
- Build escalation frameworks for complaints managed by AI agents
- Integrate complaints capability into your AI-powered agent
Omni-Channel Experience Design
Explore how to design seamless customer experiences across voice, chat, email, and digital channels — ensuring AI agents and human teams deliver one consistent brand experience.
Key Outcomes:
- Understand omni-channel customer journeys integrating AI and human touchpoints
- Design consistent tone, data flow, and escalation paths across all service channels
Select modules to request a quote
Flexible Delivery Options
Choose the format that works best for your team and learning objectives.
Virtual Learning
Remote, interactive sessions
- Up to 25 participants per session
- Interactive breakout discussions
- Digital action sheets and resources
- Follow-up Q&A sessions available
Best For:
Distributed teams, multiple locations, cost-effective scaling
In-Person Workshops
On-site, immersive experience
- Up to 25 participants maximum
- Deep collaborative discussions
- Hands-on exercises with your data
- Immediate strategy development
Best For:
Leadership teams, strategic planning, complex transformations
Interactive Learning Experience
See what a typical AdaptiveEducation module looks like in action.
Intro to Generative AI
Module 1 of 8 • Progress: 45% Complete
Current Topic: Business Applications
Interactive Briefing
Key concepts with real business examples
💡 Current Focus: How GenerativeAI transforms customer service workflows
📊 Case Study: Reducing response time from 2 hours to 30 seconds
🎯 Your Action: Identify 3 processes in your business that could benefit
Live Action Sheet
Your Business Application Ideas
Customer Support Automation
Automate 70% of tier-1 support queries using GenAI trained on knowledge base
Lead Qualification Process
Intelligent lead scoring and qualification before sales handoff
Internal Documentation Search
✏️ Add your ideas here...
Module Completion
Action sheet + Use case starter list + Reference materials
See exactly how AI can transform YOUR business
Join enterprises across ASEAN already using our AI solutions. Most companies start with our free assessment to see exactly how AI fits their industry and business model.
⚡ Most companies start with the free roadmap • Ready to move faster? Book a session