BPO - Call Center Operations

Case Study 64: Maple Call Center Services

Marketing-optimized case study for Canadian SMBs.

CAD 212,000

Annual Savings

3,433%

ROI

0.3 mo

Payback

BPO - Call Center Operations

Industry Focus

Executive Summary

By deploying AI-assisted ticketing and intelligent call routing, this BPO dramatically improved throughput and resolution accuracy.

Challenge

Call center agents faced high volumes of repetitive inquiries with inconsistent responses.

Solution

MapleDesk AI Assist for auto-triage and response suggestions
AI Receptionist Teams for intelligent call routing
MapleWorkflow to manage escalation triggers
MapleReports to monitor performance

Technical Stack

MapleDesk AI Assist (ticketing & AI response)
AI Receptionist Teams (voice/SMS)
MapleWorkflow (automated escalations)
MapleReports (analytics)
CRM System (generic contact & interaction tracking)
Twilio SMS/Voice (communications)
Google Workspace (shared inbox)
Zendesk-style support suite (generic support triage)

Rationale

Call centers combine ticketing, routing, and analytics with communications platforms and CRM for consistent service.

Key Metrics

22%

Average handle time reduced 22%

15%

First contact resolution improved 15%

Implementation Timeline

Week 1-3

Setup ticket categories + AI models

Week 4-5

Voice flows + routing

Week 6-8

Training & rollout

Pricing & Delivery Options

SMBs can choose a Maple SaaS deployment, a hybrid integration with existing tools, or a custom build. The pricing below reflects realistic first-year ranges for each option.

Approach	First-Year Cost	Annual Savings	ROI	Payback
Maple SaaS	CAD 6,000	CAD 212,000	3,433%	0.3 mo
Hybrid	CAD 70,000	CAD 212,000	203%	4.0 mo
Custom Build	CAD 220,000	CAD 212,000	-4%	12.5 mo

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