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.