Mortgage service provider, American Home Mortgage Servicing Inc., maintains superior service with knowledgeable agents. Learn how they respond to changes and maintain regulatory compliance without increasing labor costs.
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Arvato Digital Services differentiates itself through its world-class customer service. But finding high quality agents who could handle the demands of its global customer base was an ongoing challenge.
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Sprint continues to improve customer experience and agent productivity, as well as critical measurements such as first call resolution and overall customer satisfaction.
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Coca-Cola Enterprises enabled their call center recruiters to focus on candidates with the highest likelihood of success through a more efficient internal hiring process.
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The challenge for Slovak Telekom was shifting the organization to become more sales focused without sacrificing service levels.
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The right tools are critical in helping this non-profit organization prepare disabled or economically challenged individuals for at-home call center agent programs.
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Global Outsourcer
Learn how this global outsourcer drove improvements in both First Call Resolution and Average Handle Time.
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Health Care Organization
This healthcare provider ensured that a combination of at-home, on-premise, and offshore outsourced agents didn’t undercut customer loyalty by ensuring quality across all agents.
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Temporary Housing Company
It was imperative that this growing provider of temporary housing solutions have an efficient and effective call center agent hiring process in place that maximized recruiter efficiency and effectiveness.
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Wireless Telecom Company
Without the right training, call center agents can have difficulty maintaining that balance and achieving their goals. It was critical for this wireless telecom company to improve agents’ debt collecting skills while maintaining the balance between collecting and professional, courteous customer service.
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Financial Services Company
Call center agents in collections require a very specific skill set. To be effective, this skill set required ongoing training and reinforcement for this leading bank.
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Financial Services Company
For this financial services leader, the challenge was shifting the mindset of its customer service representatives to become more sales focused by consistently up-selling and cross-selling across product lines without negatively impacting service levels and call center cost per call.
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Credit Card Processor
This company positively impacted customer loyalty by finding the time to train call center agents to address its two largest factors: Call Quality and First Call Resolution which impact call center cost per call.
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Health Care Company
This company improved customer loyalty by improving overall call center agent call quality.
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