dedicated overview

Innovative Solutions To Common Problems

Our clients have partnered with us to solve a variety of common problems, whether in their own contact center or with another outsourcer. Some of these problems include:

  • Low first call resolution and below-average handle times
  • Inability to quickly scale service to support volume spikes
  • High abandonment rates for direct response campaigns
  • Low service quality and lack of sophisticated quality metric reporting
  • Complex integration of online channels such as live chat and email
  • Inability to train and support high quality live chat concurrency
  • Low website conversion rates and high shopping cart abandonment
  • Inflated phone support costs, with no strategy for call center deflections
  • Insufficient reporting capabilities on customer contact behaviours