What Drove the Need
During the peak of COVID-19, this Hospitality client had a line of business go down completely. Many of their other global partners were battling the logistics of working from home and were scrambling due to government restrictions related to COVID-19.

The World Connection Advantage
World Connection had already transitioned our workforce to a work-from-home model prior to government restrictions and stood as an immediate solution for them.

We were asked to assemble a team of 20 FTEs to go through a quick, three-day virtual training to provide support and answer member-services calls.

World Connection recruited and put into training all 20 FTEs within two days of notification.

Our ability to be forward-thinking and agile with our business enabled us to help a customer in a time of need. We exercise flexibility in serving our clients and pivot very quickly to meet their needs. We are not bogged down by bureaucracy. We do what is right!  Learn more.

Quick Results:

• 2 days – Recruitment time for 20 FTE

• 600 FTEs transitioned to a work-at-home environment

• 3 days – Total transition time

• 0 interruptions to daily workflow for clients

The post CASE STUDY: Amid COVID-19, Hospitality Client Needed a Team to Stand Up Fast first appeared on World Connection.

How the Relationship Started
This client was looking for a partner offering contact center and back-office support. As a start-up company, standing up and running a call center was not a core competency of theirs. As they explored various BPOs and locations, they struggled to find a BPO that would take their business, as they were looking for only 4 FTEs to start. World Connection’s flexibility-based business model allows us to take on projects of that size, and we were ready to help them grow!

The World Connection Advantage
Once the initial inbound customer service and email operations were established via 4 FTEs, World Connection noticed upsell and cross-sell opportunities in the customer service and support channels. We presented the ideas to the client and helped them create training materials and guidelines for these new sales opportunities, netting an additional €50,000 per month. As the program tripled in size to 12 FTEs, World Connection also added Spanish, French, and German language support. They was delighted with the increased revenue!

We understand the unique challenges start-up companies often face. Our philosophy is simple: We are here to help our clients grow, regardless of their size. In return, World Connection will grow with them.

• €50,000 in monthly new revenues

• 4 additional languages added: Spanish, French, and German (in addition to English)

• 3x growth from 4 FTE to 12

“Thank you, a lot, for all your help and effort. I know you are working hard for [our] success and I really appreciate your partnership.”

– Head of Customer Experience

The post CASE STUDY: Creating Upsell Opportunities And Language Support For Hospitality Client first appeared on World Connection.

The Challenge
World Connection was one of our client’s seven vendors worldwide. In one of our more important program indicators, conversion, we were consistently performing in the bottom half compared to the other six. Our first quarter conversion rates for Privileges members was 5.47% under goal (6th of 7) and our conversion rates for non-members was 4.2% under goal (5th of 7). WC account leadership were determined to improve.

The Solution
Leadership performed a Kaizen study to discover opportunities for improvement and, armed with this study, we better aligned the account’s culture to accommodate expectations. We changed our agent experience, adding knowledgebase content, clearer communications, and motivational competitions. Altogether, these served to create purpose and accountability within their jobs, and we saw rapid improvement.

The Results
Over the next quarter, conversion rates for the Privileges program improved 17%, moving World Connection from 6th (of seven vendors) to 2nd, and conversion rates for non-members improved 18% moving our ranking from 5th (of seven) to 1st.

• 1st of seven vendors in non-member conversion rates (after placing 5th the previous quarter)

• 17% Improvement in member conversion rates (over previous quarter)

• 2nd of seven vendors in member conversion rates (after placing 6th the previous quarter)

“Thanks for your continued efforts to establish strong fundamentals, deliver exceptional customer experiences, and execute our mission.”

– Director, Partner Management

The post CASE STUDY: Conversion Rates For Hospitality Client Improve From 5th to 1st first appeared on World Connection.

The Challenge
Our client had contractual KPI for NPS (Net Promotor Score) of 50% or greater by day 60 of our pilot program.

Our Approach
We achieved results through selective hiring, improved training processes, and incentive-based pay which was aligned with the client’s KPIs and regular coaching sessions.

Our Results
We exceeded the contractual KPIs in the first two weeks and now consistently run above 75% every month.

Update: Our client’s CEO recently stated in a letter to their customer base that our partnership is the best they’ve had in a decade.

• 75% – NPS after 60 days (Goal: 50%)

• 50% – Amount of increase over goal

The post CASE STUDY: Improved Training And Incentive-based Pay Beat NPS Goals first appeared on World Connection.

How the Relationship Started
World Connection launched a 30-day Champion/Challenger pilot with a two-week training process. Our client wanted to see how WC would stack-rank against its existing outsourcing partner in Oregon.

The World Connection Advantage
Through our rigorous recruiting and onboarding process, WC we stood up a complimentary cross-section of agents with varying skills.

At the end of the pilot, we were beating our client’s long-term Oregon partner in Customer Satisfaction by 13%. During the following 60 days, we met all KPIs, and our client made the easy decision to move its entire service and support operations to WC.

• 13% Increase in Customer Satisfaction scores over incumbent

• 30 days – Length of Champion/Challenger pilot

• 60 days – The length of time it took our client to decide to transition all volumes to World Connection

“In my 20+ years, this was by far, hands-down, the smoothest onboarding I have ever had. I am very pleased with how things are going and impressed with the entire team at World Connection.”

– Vice President of Customer Experience

The post CASE STUDY: A Champion/Challenger Pilot Leads To Increased Customer Satisfaction first appeared on World Connection.