A Fortune 500 client in the energy industry realized $14 million in annualized savings after selecting iQor. The company selected iQor as their first and only business process outsourcing (BPO) partner over several Gartner Magic Quadrant leaders in Customer Service. A managed services provider of customer engagement and BPO integrated digital services, iQor provided a strategic outsourcing partnership that improved: agent skills alignment, new hire speed to proficiency, customer interactions, staffing optimization, and operating efficiencies.
The implementation optimized and scaled program performance KPIs and reduced the overall service cost, delivering multiple benefits for the client in Year One:
- Saved $14 million in annualized costs.
- Exceeded customer CSAT goals.
- Reduced per-piece resolution times to meet new optimized business objectives.
- Cut overall customer email response times, improving CSAT and lowering costs.
- Exceeded industry best practices for agent retention.
- Delivered on all aspects of multi-shore ramps to surpass customer expectations.
To learn more, view the strategic outsourcing case study.