Company provides business process outsourcing for customer service, sales support and a variety of other services to some of the largest organizations in the world.
Company has faced challenges in some key areas of its core business:
Being a call center, success largely depended on the company’s ability to deliver great customer service in a high-stress environment. Company needed a way to maximize their agents’ performance, have them respond to customer complaints rapidly, increase engagement and overall improve the quality of service through hands-on training.
Company was able to see improvements in the following areas: