CASE STUDY (US)
The Challenge
Frustration with current vendor; described as unresponsive, conservative, and resistant to change.
The client sought:
- a ‘true collaboration partner’, with a progressive mindset to proactively offer innovation, insight, and engagement.
- ability to leverage technological solutions to address their unique business need.
- a partner positioned to help them grow and thrive in a competitive market.
Our Solution
Tailored implementation & comprehensive risk mitigation plan to account for the complexities of the client operational scope.
Leverage in-house technologies to offer robust reporting, analytics and efficiencies as well as a ~30% reduction in headcount from previous vendor model.
Collaborative approach to efficiencies, covering; technology capabilities; data analytics, training
Implement systematic review of governance, metric, and insight strategies to strengthen service offerings and stay ahead of the market.
The Results
Launched successfully and handled 98,000 calls during the first year.
- No service interruption
- Upheld high quality standards with >97% quality scores since program launch.
- Streamlined IVR operations by 92%, easing customer-facing interactions and enabling detailed reporting, equating to a cost containment of $200k.
- Designed and implemented twice yearly strategic whiteboarding sessions, including a surge management process – seamlessly scaling and adjusting to meet business needs.
