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.Read More >
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...Read More >
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...
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
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...Read More >
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...Read More >
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