Case study: Improved first call resolution and client satisfaction

Our client, a general merchandise retailer, was looking for ways to improve the overall management of their call center. They needed an outsourcing vendor capable of managing the end-to-end operation of their year-round call center, with a solution focused on attracting, training, engaging, and retaining talent to meet service levels and quality metrics.

We deployed daily team huddles, interactive training, and personalized communications with associates to out-perform other call center locations on customer surveys in understanding the clients' needs.

We worked closely with our client to address operational need for issue resolution resulting in higher first-call resolution and NPS score than client-run call center.

We used our client’s performance management tool to provide data analytics on our workforce, to increase associate schedule adherence, to identify coaching opportunities, and to measure call quality to meet KPIs.

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