A U.S.-based insurance company launched their business-to-consumer model after years of working under the buinsess-to-business model. This company wanted our team to help deliver the right near shore contact center to not only provide tier 1 customer support for their new clients, but also to start a small operation and grow as the volume increased.
After learning their requirements, we helped develop the agent skill set because the company had no previous experience in tier 1 customer support. We also advised the company on potential locations based on their pricing and accent neutral requirements. We then presented three potential options to the company, which met their requirements including the low volume start.
After introductory calls and site visits were conducted, the company selected the winner based on our detailed recommendation of the strengths and weaknesses of each vendor. This allowed the company to make an educated decision that would grow, and not hinder the success they were trying to build. Today, the operation has grown from three seats to 30 seats, thanks to the high performance service provided by the vendor and with the constant input in the day-to-day operations by our team.