Customer Success Story
TSI’s Dynamic Partnership with a Leading Financial Service Provider
The Challenge
- Consistent and Reliable Outsourcing Partner: The client sought a trustworthy outsourcing partner with a defined strategic vision and a variety of site locations to meet its specific program goals.
- Cost-Effective Operations: The client aimed to find facilities in a low-cost labor market to optimize operational expenses and improve cost-efficiency.
- Program Scalability: As the partnership evolved, there was a need to scale the program, starting from a modest setup to a larger, more impactful operation to meet the growing demands of the client.
The Approach
- Selection of Ideal Location: Central America was identified as the optimal location for the initial program, considering cost-effectiveness and availability of a skilled labor force.
- Progressive Program Evolution: The partnership began with an outbound customer acquisition program and gradually transitioned to inbound acquisition. TSI consistently evolved and expanded its services to encompass customer care, customer retention, and other crucial initiatives.
- Prioritized Quality: TSI maintained high quality throughout the engagement, achieving an average 90% quality score for the outbound program. The focus on quality was sustained across all program expansions.
The Results
The implemented strategies led to significant accomplishments and recognition:
- Business Growth and Scalability: The program started with 26 agents, eventually scaling up to 160 agents, illustrating the success and willingness to adapt as a trusted business partner.
- Remarkable Performance Metrics: The “save” rate for customer retention improved from 33.00% to 40.04% , and the “payment taken” rate increased from a 6.00% average to 18.56%, highlighting the efficacy of TSI’s approach.
- Client Recognition and Awards: TSI received several accolades, including Vendor of the Quarter, Vendor of the Year, and Best Outbound Quality Vendor, underscoring the exceptional service and impact of the partnership.
Conclusion
This case study showcases TSI’s enduring partnership, successful evolution, and exceptional outcomes in supporting a leading Financial Services Provider, emphasizing TSI’s ability to drive growth and excellence throughout a dynamic and adaptive approach.
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
