Challenge
The client felt its mission was being compromised when agents failed to properly engage with customers and understand their needs. This resulted in unhappy customers, unresolved concerns and unnecessary transfers, which lengthened average handle times (AHT). The client collaborated with QCXi to improve revenue and increase service levels with proactive customer engagement to minimize transfers.
A decision was then made to outsource customer engagement services to QCXi in our Dumaguete location. This was the best fit due to location, culture and proven success in bringing high levels of customer experience and passion that aligned with their mission of becoming the Earth’s most customer-centric company.
