CASE STUDIES

Case Studies

Explore real-world success stories and proven strategies for CX excellence.

Case Studies

iQor’s Concierge Program Boosts NPS 105% for US Airline

iQor’s concierge program improves customer and employee experiences with higher NPS and reduced attrition for leading U.S. airline.

Case Studies

Hire Right, Hire Fast

How iQor uses automation and analytics to hire and retain the right people to deliver smile-worthy CX for various brands.

Case Studies

Fortune 500 Energy Provider Achieves Industry-Leading High Agent Retention Through BPO Operational Efficiency

Discover how iQor's operational efficiency transformed a Fortune 500 energy provider's CX delivery model to achieve record-low attrition.

Case Studies

Chargeback Management Expertise Secures Revenue Recovery 15% Above Industry Averages for Online Travel Agency

Learn how iQor's BPO solutions optimize travel tech leader’s back office chargeback processes and elevate travel customer experience (CX).

Case Studies

Auto Finance Provider Transforms Loan Servicing Through Strategic BPO Partnership

iQor’s process management expertise optimizes loan servicing with greater accuracy and higher NPS for automotive lender.

Case Studies

Leading Financial Services Provider Selects iQor’s Employee-Centric Culture for First-Time Customer Care Outsourcing

Major finance brand harnesses iQor's high employee satisfaction to exceed agent performance goals and maximize CX operations in just 60 days.

Case Studies

iQor Cash Application Specialists Eliminate $30 Million Payment Backlog for Global Communications Provider

Outsourced back office cash application processes resolve millions in unallocated revenue for major telecom provider.

Case Studies

iQor Optimizes Digital Support Transition for US-Based Air Carrier

BPO leads major airline’s digital support initiative with exceptional agent fill & throughput rates, concurrency, and satisfied travel customers.

Case Studies

Multinational Retailer Selects iQor to Support Surging Driver Delivery Demand

iQor supports retailer's driver delivery program with top talent, agile operations, and service quality that achieve staffing requirements.

Case Studies

Credit Card Issuer Transforms Customer Care With iQor’s IVR-to-Chat Options That Meet Customers in Their Preferred Channel

Credit card issuer transforms customer payments and unlocks satisfaction with iQor's IVR-to-chat options.

Case Studies

Major Auto Lender Accelerates Dealer-to-Consumer Financing With iQor’s Back Office Support Services

iQor's back office support services review loan documents faster and with greater accuracy to help lender fund more vehicle purchases.

Case Studies

Global Business Solutions Provider Transforms Complex B2B Revenue Management Services Through Strategic Outsourcing

Strategic outsourcing partnership with iQor helps global business solutions provider maintain strong relationships with enterprise B2B clients.

Case Studies

Culture of Innovation Inspires Strategic Outsourcing Partnership to Meet Top Global Retailer’s Commitment to Excellent CX

Global retailer meets demand for omnichannel CX through outsourcing partnership with iQor inspired by customer service culture and leadership.

Case Studies

Strategic Outsourcing to Trinidad Saves Utility $3 Million in Year One for Customer Support

U.S. utility lowers costs and maintains high efficiency and quality scores while nearshoring customer service component to Trinidad.

Case Studies

Strategic Outsourcing Saves Fashion Retailer $5 Million in Order Entry Costs

Customized inbound sales agent training boosts cross-sells and upsells, maintains high customer satisfaction, and lowers order entry costs.

Case Studies

IVR Automation Scores Touchdown With Big Game Fans Seeking Food Order Status

Fast-food chain reduces customer wait time by partnering with iQor to digitally transform the process of checking order status by phone.

Case Studies

US-Based Energy Company’s Strategic Outsourcing Yields $14 Million Annualized Savings in Customer Service

Strategic outsourcing yields $14M in annualized customer service savings after Fortune 500 energy company partners with iQor.

Case Studies

How iQor Harnesses Performance Enablement Technology to Replicate Top Performers at Scale

A case study in using precision coaching to enhance customer and employee experiences for an iQor client in the telecom segment.

Case Studies

Ramping Up Benefits Administration Support 3x During Open Enrollment

A case study in designing a customer care strategy by building trust through collaboration and human connection with an iQor client in the healthcare segment.

Case Studies

Building Trust With a Healthcare Brand Through Compassionate Patient Support

A case study in designing a customer care strategy by building trust through collaboration and human connection with an iQor client in the healthcare segment.

Case Studies

Designing Employee Training Programs to Build Human Connections

A case study in employee training programs with sensitivity training to provide rewarding customer experiences for an iQor client in the healthcare segment.

Case Studies

Elevate CX and Retention in Subscription Services With Advanced Speech Analytics

Learn how advanced speech analytics improved customer satisfaction for a subscription services provider in the warranty segment.

Case Studies

Ramping Up Social Media Monitoring Support 4X for Promotional Campaigns

A case study in social media monitoring and response about event-driven staffing during promotional periods from an iQor client in the telecom segment.