Case Studies
Four programs from regulated industries. The client names stay off the page. The work and the results are real.
What is shown
Customer care
A telecom provider needed day-to-day customer support. The U.S. team still handles that work.
• Billing inquiries, payments, and notifications
• Support tickets, credits, and cancellations
• New orders and the rest of the daily support
• Save tools built with the client
• More than 5% of the customer base used those tools
• Churn fell from 18% to 7%
Customer care
A retail energy provider put a U.S. team inside its own platform. The team followed the client's systems and policies.
• 12 to 15 agents
• Tier 1 through Tier 4 calls
• Monday through Saturday, during the client's hours
• Unresolved questions went from our contact to the client's contact
• Hold time down 29%
• First-call resolution up 17%
• Retention up 10%
Third-party verification
A regulated program needed verification that customers would finish and that would stand up to the rules.
• Hybrid third-party verification model
• U.S. team trained on the required script
• Same agents kept on the account
• Callbacks down 34%
• Completion rate 78%
• Sales increased
• Real-time dashboard, reports, and every call recording.
Customer satisfaction surveys
An energy utility runs two survey waves a year. The studies show what customers said, so the company can improve satisfaction and change internal policy.
• Two waves each year
• Day, time, and length of call recorded with every response
• U.S. team trained in customer service
• Goals met for cost, completes, reports, and the study
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