What was the Business Challenge?

Develop an efficient and responsive multi-channel support process for an expanding customer base.

 

– Analysis of customer outreach patterns
– Expanded service hour windows 100% bilingual agent team
– Enhanced performance reporting suite for the client

Impact

– Increased customer response rates and turnaround times
– Ability to respond to all customers and scale to support growth
– Real-time view into all key metrics and customer satisfaction

Results

– Outperformed prior in-house operation at almost 4 times ticket resolution rate.
– Customer satisfaction increased by 4% within six months.