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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Case Study

Winning with a New Viewpoint

With most people staying home due to the COVID-19 pandemic, one of the US’s leading satellite TV providers needed to make sure support was on point, if not better than ever, to sustain existing and prospective customers through the quarantine...

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