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.
Featured Case Study
Cutting Direct Mail Costs by 15% for an Automotive Marketing Appreciation Program
A global marketing and advertising technology agency needed a fulfillment partner for a monthly customer appreciation program on behalf of a major U.S. automotive manufacturer. Each new car buyer receives a paint pen matched to the exact color of their vehicle, packaged with a branded letter and a coupon for service at their dealership. Qualfon designed and managed the entire operation from a single location, delivering zero-defect production through the program's first two monthly mailings while reducing execution costs by 15%.
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