Situation: Client receives approximately 20.1 million inbound customer care calls per year. Call volume is spread across a network of four outsourced call center vendors. Vendors are provided with key call handling and performance goals, and adherence to these goals is imperative for each to remain part of the network and to continue receiving a steady allocation of call volume. Client encourages competition among the vendor network in an effort to continually refine benchmarks and set new performance objectives.
Solution: Based on Affinitas experience with this industry and with customer care initiatives, we were able to recruit a high caliber agent pool and provide agents with a top-level training program. When coupled with our superior operational and quality assurance procedures, these factors allow us to provide exemplary customer care and to foster a positive customer experience while operating efficiently and responsibly against our clients’ budgeted resources.
Results: Affinitas has risen to the top of the Client’s vendor network, outranking the other vendors in the following key performance indicators: