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