Transparent BPO decreases average hold time 60%

Performance success leads to top vendor status

Transparent BPO decreases average hold time 60%

Challenge

An online manufacturer and retailer of personalized digital photo products was looking for additional flexibility and cost savings as it continued to transition work from domestic locations to offshore and nearshore outsourcers. The company could not sacrifice quality and customer satisfaction, however, and needed a location with strong English language proficiency and U.S. cultural affinity.

The company also needed to ensure the quality of interactions with customers was not put at risk. Of special concern were high hold times, agents not creating cases or leaving cases open, and CSAT — problems the company had struggled with in the past when using outsourcers that resulted in skewed reports and questions regarding case resolution.

Working with a third-party broker, in 2016, the company choose Transparent BPO (TBPO) to manage its phone customer service program based on our reputation for balancing quality and value, experienced leadership, nearshore location, and native English-speaking agents familiar with American culture.  Service Level Agreement

Solution

The program’s operations manager took the following steps to ensure SLA goals were met:

  • Organized team to provide proper floor support;
  • Held leadership accountable for achieving program objectives;
  • Conducted calibration sessions with underperforming agents;
  • Monitored calls live and provided real-time feedback.

During peak seasons, TBPO’s client services and operations managers held daily calls with the client to review necessary changes and implemented them with agents the following day. The ops manager also monitored calls throughout the day to make sure agents followed through.

Due to our responsiveness and performance gains, Transparent BPO consistently ranks first or second among the client’s seven outsourcing vendors.

Results

#1 icon Outperformed “would you hire” goals by 3.9% #2 icon Exceeded resolution rate goals by 4.1% #3 icon Reduced average hold time by nearly 60% #4 icon Cut training attrition rate by almost 78% #5 icon Cut overall attrition rate by more than 44% #6 icon 1st or 2nd among all outsourcing vendors

The company sends a survey to the customer following each interaction with an agent asking two questions by which it measures contact center performance:

The team exceeded both goals month-on-month. Two additional metrics, average hold time and attrition, saw drastic reductions compared to the domestic counterpart.

Due to our responsiveness and performance gains, Transparent BPO consistently ranks first or second among the client’s seven outsourcing vendors. As a result, the client has now added live chat to the program and begun working with TBPO directly.

Transparent BPO delivered the high quality and increased productivity the client wanted.

To learn how Transparent BPO can deliver the same results to your company, contact us via email or call us at 1-800-276-5140. A member of our friendly sales staff will reach out to answer your questions. 

Download case study