Case Study

Supporting Company Growth in an Economic Crisis with Cloud Services

Inspiro, one of Asia’s leading business process outsourcing (BPO) providers, prides itself in redefining customer service by integrating people, technology, and operational experience, proven with its Corporate Excellence Award from the Asia...

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Case Study

Streamlining Ordering and Delivery for an E-Commerce

Despite an expansive call support system of 150 FTEs, providing inbound customer service out of Okinawa and Sapporo from 7 am to 11 pm, the client needed help handling 70,000 to 75,000 calls a month, with a phone-to-chat ratio of 7:3.

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Case Study

Improving QR Code Service Quality and Quantity

Despite their large pool of 133 FTEs — providing 24/7 business-to-business (B2B) and 12/7 business-to-customer (B2C) service, from their main delivery centers in North and South Japan — the client was struggling to provide real-time voice, email...

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Case Study

Enabling Excellent E-wallet Support

Their existing complement of 32 FTEs was struggling to handle their vast merchant support service, which encompassed a monthly communication log of:

  • 2,000 outbound calls
  • 1,200 inbound calls
  • 1,500 chats...

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Case Study

Building a One-of-a-Kind Insurance Experience

The client’s 242 FTEs were already providing contact center (35%) and back-office support (65%), from 9 am to 5 pm on weekdays. But with an ever-growing customer base and:

  • 300,000 inbound calls a year, as well as
  • 1,...

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Case Study

Healing Pain Points in Medical Insurance

The Philippine arm of one of Europe’s leading insurers was struggling with a high abandonment rate, despite their substantial agent headcount. They also faced limited opportunities for further growth, due to the manpower cost of hiring employees...

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