Customer Success Story
Transforming Outsourcing Excellence: TSI’s Cost-Saving and Global Expansion Success Story
The Challenge
Our client, a prominent player in the Financial Services industry, faced the formidable task of meeting increasing customer demands while optimizing operational costs. Their core challenge was to maintain high-quality customer service while reducing expenses, a predicament that many companies encounter in the competitive business environment. The client’s goal was to achieve a cost reduction of at least 15 percent without compromising service quality.
However, the challenge extended beyond cost savings. They we looking to TSI for additional customer service support with 24/7 coverage. Additionally, the client was also considering expanding its operations internationally, which would require replicating the same quality standards and resource management outside the United States.
The Solution
To address these multifaceted challenges, TSI devised a comprehensive solution. The first step was to analyze the existing operations, identifying inefficiencies and opportunities for improvement. This analysis allowed TSI to propose a streamlined process that reduced operational costs while maintaining or even enhancing service quality.
One key aspect of the solution was to conduct thorough training sessions. TSI’s award winning team organized and participated in multiple train-the-trainer sessions to ensure that the client’s representatives fully understood the revised work requirements. The client also provided supplementary training to bridge any knowledge gaps.
In addition to optimizing the existing domestic operations, TSI facilitated the client’s expansion into international markets. The approach involved replicating the same level of oversight, resource allocation, and quality control measures in the new locations. This approach not only maintained consistency but also ensured that the client could enter these markets in an accelerated timeframe, gaining a competitive edge.
The Results
The results of TSI’s intervention were nothing short of impressive. The client realized cost savings of nearly 15 percent, amounting to over $20,000 a month once optimum staffing levels were reached. These substantial savings had a direct and positive impact on the client’s bottom line, contributing significantly to their profitability.
Importantly, the service quality delivered to customers remained seamless throughout the process. Customer satisfaction was maintained, if not improved, during this transformation. The client’s call center continued to provide excellent service, even with the cost-saving measures in place.
Moreover, TSI’s approach to international expansion proved highly successful. The client was able to establish operations outside of the United States with minimal hiccups. By integrating the same quality resources and maintaining the same level of oversight, the client achieved results consistent with their domestic operations. This rapid international expansion strategy not only saved time but also opened up new revenue streams for the client.
In conclusion, TSI’s tailored solution not only met the client’s cost-saving objectives but also ensured that service quality remained uncompromised and facilitated rapid international growth. This case study demonstrates how strategic consulting can deliver quantifiable and lasting impacts on a client’s business.
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
