SAINT PETERSBURG, FL – JANUARY 31, 2019 – iQor, a managed services provider of customer engagement and technology-enabled BPO solutions, announced today that it successfully managed the record increase in projected fourth quarter volume at its Trinidad and Tobago contact centers for popular, online retail brands.
“iQor takes pride in our ability to ramp up and recruit high-caliber talent,” said Cristian Reyes, director of operations for iQor Trinidad . “But to be truly successful, we work tirelessly to ensure our customer care agents maintain a high level of performance and proficiency for our clients at all costs because the success of our client brands depend on it.”
In 2018, online holiday sales in the U.S. reached a record $123.73 billion, a 16.6% increase over 2017, drawing in thousands of shoppers in need of customer, billing, and technical support from iQor’s teams of customer care representatives. In its Trinidad and Tobago contact centers, iQor saw its call volume triple during the critical holiday rush.
iQor prepared for the massive holiday influx by recruiting, on-boarding, and training 300 customer service representatives in as little as three months. In total, the company hired more than 1000 seasonal agents in 2018, and currently employs over 800 people at its Wallerfield and Barataria Trinidad locations.
Training is handled through iQor University, which was created to increase engagement and knowledge retention through a mix of face-to-face, video, role-play instruction. It includes award-winning programs that provide clear career paths to leadership that decrease turnover on client programs and create robust teams with intuitional knowledge.
iQor University also includes digital learning techniques such as gamification and automation tools such as AI-enabled chatbots that help customer service agents access information faster. Its DX aQademy concentrates on in-depth digital customer care training focused on chat, social media, messaging, email, text, web, and self-service forums enabling agents to serve customers across numerous channels.
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iQor is a managed services provider of customer engagement and technology-enabled BPO solutions. With 45,000 employees in 9 countries, we partner with many of the world's best-known brands to deliver aftermarket product and customer support solutions that span the consumer value chain, from customer care and receivables management to product diagnostics and repair services. Our award-winning technology, logistics, and analytics platforms enable us to measure, monitor, and analyze brand interactions, improve business processes, and find operational efficiencies that lead to superior outcomes for our partners across the customer and product life cycles. For more information, please visit us at www.iqor.com or follow us at www.twitter.com/iqor.