Medical Device Company Reduces Error Rate and Saves Money with Pareto Database Solution
Client Medical monitoring device support company that connects in-home patients experiencing health issues with the support they need in real time. The Goal To save money and reduce error rates. The Challenge High error rate. CSRs must decide the right person to connect with the in-home patient. Errors are costly; especially if an emergency ambulance […]
Financial Services Company Lowers Cost Per Contact by 25% with Custom Intelligent IVR
Client American multinational computer technology company that develops, sells, repairs, and supports computers and related products and services. The Goal To improve First Call Resolution rate and provide better Technical Support to customers. The Challenge Missed First Call Resolution rate because Agents had to navigate multiple layers of software, tell hardware failure from an incorrect […]
International Airline Successfully “Lifts and Shifts” to Work-at-Home in Response to Pandemic
Client International airline, the flagship carrier for its home country, and one of the dominant airlines serving the Americas The Goal Onboard a new bilingual vendor. Attain Close Rate performTo initiate work-at-home operations in response to the pandemic. Move from multi-channels to omni-channel to increase efficiency.ance goals. Improve new hire proficiency The Challenge Limited in […]
Internet Retailer Improves New Hire Proficiency by 85%
Client Satellite internet retailer with 100% sales-based compensation structure. The Goal Onboard a new bilingual vendor. Attain Close Rate performance goals. Improve new hire proficiency The Challenge Limited in time and training resources due to the pandemic. Type of calls: inbound/outbound sales Service: satellite internet Lines of Business: USA consumer, Puerto Rico & LATAM (Mexico, […]
