CASE STUDY: After Successful Pilot, WC Becomes Sole Provider Of Services

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Blended Approach
The client leveraged World Connection’s onshore and near-shore locations for a blended customer service experience, with results that made WC their sole provider of services.

About our Client
A financial software tool that subscribers use to track their financial data, from bank account balances, to loan balances and investment account values. Annual subscription renewals (happy customers) account for the largest percentage of their annual revenue.

How the Relationship Started
Our client was frustrated with their relationship and lack of attention from their large contact center partner. They decided to give a smaller partner a try, so they started a pilot with World Connection. After our initial, 20-person pilot program was successful, our client ramped up the headcount to 120 agents in under three months. World Connection is now their sole provider of services with over 400 agents in our Boise, Idaho and Guatemala City locations.

The World Connection Advantage
At the onset, World Connection proactively partnered with the client to redesign its 4-week training program methodology, which resulted in quicker agent proficiency. This shortened learning curve resulted in zero disruptions in service and performance when ramping to 120 agents. Our client also leveraged World Connection’s onshore and near-shore locations for a blended customer service experience. This blended approach has enabled them to provide a white-glove customer service program to its customers without exhausting its budget.

  • 75% – Net Promoter Score (goal: 70%)

  • 91.8% – Contact Resolution (goal: 90%)

  • 400 FTE after initial, successful pilot of 20 FTE, the client made World Connection their sole provider of services

“I can’t say enough good things about our great call center partner, World Connection. If you need a world-class provider that will make your company shine, look no further than World Connection.”

– Chief Financial Officer

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