How We Achieved A Seamless Staffing Expansion Across Two Global Sites
CASE STUDY: How We Achieved A Seamless Staffing Expansion Across Two Global Sites The Ask When an existing partnership failed to fulfill staffing commitments, a pressing need arose for a scalable solution that could swiftly ramp up to 150 full-time equivalents (FTEs). The challenge was not just in numbers, but in maintaining high customer satisfaction […]
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 achieved under 5% Absenteeism Rate
CASE STUDY: How we achieved under 5% Absenteeism Rate The Ask The client sought to reduce their high level of absenteeism, with the third week of June averaging at about 11.27% absenteeism as opposed to the normal rate of 3-5%. The Solution Prior to the client contacting us to solve the issue, the client’s own […]
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 […]