How we Achieved Lower Training Attrition Rates
CASE STUDY: How we achieved Lower Training Attrition Rates The Ask The client approached us looking for a solution to high training attrition and decline in training performance mostly due to lack of attendance or personal issues pertaining to the trainees. The client also indicated they had just implemented a new training curriculum. Before we […]
How We Eliminated Account Takeovers
CASE STUDY: How we eliminated Account Takeovers The Ask The client approached us requesting assistance after fraudsters were able to take over accounts due to agents failing to follow the Account Verification process. The client received automatic fails on quality audits for Account Verification and received a total of three client callouts related to ATOs […]
How We Achieved 70-80% in Conversion Rates
CASE STUDY: How we achieved 70-80% in Conversion Rates The Ask A leading health and wellness industry brand sought to boost its revenue by implementing a strategic telesales campaign through direct marketing, TV advertising, and infomercials. They partnered with Valor Global, a renowned outsourcing solutions provider, to achieve their goal. This case study highlights how […]
How We Decreased Transfer Rates by 50 Percent
CASE STUDY How We Decreased Transfer Rates by 50 Percent The Ask The client approached us with a significant challenge tied to high transfer rates among the Customer Finance Representatives. The client’s commitment to One Call Resolution was being hindered by excessive transfers, impacting customer satisfaction and operational efficiency. The Solution In response to the […]
How We Achieve 50% Reduced Attrition Rate
CASE STUDY How We Achieved a 50% Reduced Attrition Rate The Ask The client sought our assistance to address a pervasive challenge across their enterprise: high agent attrition rates. Escalating costs associated with training new agents were a major concern, prompting the client to seek a solution that would emulate the success of our site’s […]
How We Increased Dollars Per Contact Metric 40%
CASE STUDY How We Increased Dollars Per Contact Metric 40% The Ask Our client approached us with a concern regarding the low Dollars Per Contact (DPC) metric in their collection process. They were facing challenges in efficiently recovering outstanding balances from customers more than 30 days past due, leading to missed revenue opportunities. The Solution […]
How We Achieved 50% Reduced Repeat Caller Rate
CASE STUDY How We Achieved 50% Reduced Repeat Caller Rate The Ask A client approached us with concern over an increase in Repeat Callers observed across the enterprise. The client stated numerous customers contacted the call center more than four times within a 72-hour timeframe. This trend was not just an operational challenge; it also […]
Mentoring: Guiding the Path to Call Center Success
BLOG Mentoring: Guiding the Path to Call Center Success Mentoring Mentoring is a time-tested practice that can significantly enhance the performance of call center agents. In this mini-blog, we’ll explore how mentoring programs can positively impact the call center environment. Knowledge Transfer Mentoring is an effective way to transfer knowledge from experienced agents to newer […]
The Power of 1:1 Training in Call Centers
BLOG The Power of 1:1 Training in Call Centers 1:1 Training Personalized Growth for Call Center Excellence In the call center world, where every interaction matters, ongoing training is the key to success. One particularly effective approach is 1:1 training. In this mini-blog, we’ll explore how personalized training can make all the difference. Customized Skill […]
The Importance of People Systems in Call Centers
BLOG The Importance of People Systems in Call Centers People Systems The Heartbeat of Call Center Excellence Technology alone isn’t enough to ensure success in the dynamic world of call centers. The human element, often overlooked, plays a pivotal role in delivering top-notch customer experiences and driving lead generation. This mini-blog delves into the significance […]