Customer Success Story

A Transformative Journey in Customer Service Excellence

In an era where customer service often defines the success of an organization, our client’s journey from a budding presence in Green Bay, WI, and Manila, Philippines, to an industry-recognized powerhouse stands as a beacon of transformative success.

The Challenge

With a nascent presence in both Green Bay, WI, and Manila, Philippines, our client aimed to enhance their customer service outreach. They started with a team of 45 full-time equivalents (FTE) and envisioned a holistic customer care experience encompassing pre and post-booking services, email and chat, hotel moderation, and a unique social blogging project. The primary challenges included:

  • Sales conversions via chat and phone
  • Customer satisfaction
  • Lack of rigorous quality monitoring systems
  • Payout errors which were affecting profitability
  • Lacking industry recognition for exceptional service

The Approach

Recognizing the intrinsic challenges, a comprehensive multi-pronged strategy was formulated:

  • Training and Development: Intensive training programs were instituted to ensure that customer representatives were equipped to handle queries effectively and efficiently. This was especially pivotal for the escalation queue and the social blogging project, which required specialized skills.
  • Process Optimization: Established a robust escalation support team, fluctuating between 1-5 FTEs, to address intricate client concerns. Additionally, partnered with a third-party for seamless ticketing processes, facilitating quicker resolution times.
  • Tech Integration: Implemented state-of-the-art chat and email systems to support the growing demand, especially in hotel moderation services.
  • Quality Assurance: Introduced a rigorous quality monitoring mechanism, aiming to minimize errors and thereby reduce payouts.
  • Feedback Loops: Instituted regular feedback sessions with customers to understand areas of improvement, which greatly contributed to enhancing customer satisfaction rates.

The Results

The strategic approach bore impressive results:

  • Sales Conversion: Achieved a 25% sales conversion through chat and phone, showcasing the efficacy of the training and the newly implemented systems.
  • Customer Satisfaction: Noted a significant 25% improvement in overall customer satisfaction rates, indicating the success of the feedback loops and the efficiency of the new processes.
  • Quality Monitoring: The quality monitoring systems showed a marked increase in their efficacy, with a rise of 23% in monitoring metrics.
  • Error Reduction: The renewed focus on training and quality assurance led to a staggering 50% decrease in error payouts, bolstering profitability.
  • Industry Recognition: As a testament to the unwavering commitment to excellence, our client was awarded the prestigious J.D. Power and Associates Award for three consecutive years.

Customer Experience/Care Management

Inbound & Outbound Voice

CX  & Care Programs

Back-Office Functions

Performance Analytics

Flexible Global Staffing

Business Process Outsourcing

Data Input

Document Processing

Verfication & Validation

Exception Processing

QA Monitoring & Reporting

Business Analytics & Modeling

First Party ARM

1st Party Collections

Pre-Charge Off Program Support

Inbound & Outbound

Early Stage / Care Based

Brand Protection

IT Adaptability / Flexibility

third Party Debt Collection

Post Charge-Off

Primary & Secondary

Late-Stage Recovery

Innovative Technology & Approach

Propensity to Pay Analytics

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