Overview
Qualfon was engaged to help reduce operational costs per call and per dispatch while maintaining or improving the customer experience.
The Challenge
The client needed to reduce call center and dispatch costs while maintaining service quality and improving the customer experience. They also sought to eliminate operational inefficiencies and optimize processes without disrupting day-to-day operations.
Our Approach
QCXi analyzed all call types and operational procedures to determine “want versus need” in service delivery. Additional components of the solution included:
- Network assessment
- Improvements to ETA accuracy
- Enabling SMS communication for customers
- Automation of system notes
Results
- Cost per call and dispatch reduced by 27% within 12 months
- Headcount reduced by 30%, resulting in significant cost savings for the client
- Improved ETA and ATA accuracy, enhancing agent KPIs and overall customer experience
About Qualfon
Qualfon is a global BPO provider of omnichannel customer experience and business support solutions with locations on several continents. We are an agile partner specializing in call center support, revenue growth, and marketing services committed to serving our clients and their customers throughout the customer journey.
Learn more about Qualfon’s Call Center Support, CX Innovation, and Back Office Support Services.
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