Challenge
A leading communications and technology client needed comprehensive customer support across seven distinct brands. While each brand operated independently, they required consistent support quality throughout their portfolio. The solution needed to balance exceptional service with increased sales and improved customer retention – creating remarkable customer experiences while achieving business objectives.
Solution
Qualfon designed an offshore program that leveraged our exceptional people, efficient processes, and enabling technology. We established specialized teams with dedicated associates for Resolution and Retention/Sales functions, recognizing that these distinct customer needs require different skills and approaches.
Our comprehensive operation included specialized Talent Acquisition to identify the right people, Learning and Development to ensure continuous growth, Quality Assurance to maintain service excellence, and experienced Supervisors and Managers to provide leadership and guidance. This integrated approach reflected our commitment to keeping each person at the heart of every interaction while delivering measurable business results.
Results
By strategically placing program operations offshore, Qualfon delivered significant cost savings compared to nearshore or onshore alternatives – without compromising quality or performance. First Call Resolution stands as the primary Key Performance Indicator, measured by ensuring customers don’t need to call back within a defined timeframe.
With a performance goal of 80%, our associates consistently achieve 84%, positioning Qualfon as the top-performing partner in the client’s Resolution efforts. For the Retention/Sales team, Qualfon delivers results 700% above target goals – demonstrating how our people serve with empathy, our processes create efficiency, and our technology helps businesses scale.
This partnership has flourished for 25 years, expanding beyond phone-based support to include 31 different back-office functions. This comprehensive support reflects our mission to help as many individuals as possible pursue their total vocation while being the partner of choice for all our clients.
