A global leader in the gaming and entertainment industry needed a content moderation partner to safeguard its massive online community. The client required a solution that not only mastered complex online safety policies and exceeded strict KPIs but also built a resilient team to support strategic global expansion.
The Solution
iQor launched a team in Colombia with a “people-first” culture, achieving unprecedented stability. We developed a collaborative train-the-trainer model to rapidly launch a second global site in the Philippines, ensuring operational and cultural alignment.
We implemented a robust QA calibration process, achieving full scoring independence and exceeding client quality standards within 90 days. We provided flexible staffing for additional languages, proving scalability and leading to a formal service expansion.
The Results
• 200% Headcount growth in 12 months • 38% Higher efficiency than client’s target • 2% Voluntary attrition — exceptional team stability
We quickly established a new benchmark for trust and performance. Within the first year, our success in exceeding the client’s quality and scalability expectations led to a significant expansion of the relationship into new languages and geographies. This solidified our role as a trusted partner in the client’s global growth strategy.
A global leader in data analytics sought improved results selling its automotive data products to dealerships nationwide. Despite an established outsourced sales model, inefficiencies at scale limited performance. The company tasked us with exceeding prior revenue targets with a leaner team.
The Solution
We drove performance by increasing daily activity volumes, optimizing pricing and order value, and launching new email marketing campaigns. A dedicated team of eight seasoned sales reps, supported by client success and operations, deployed a custom CRM and streamlined workflows to deliver impactful results.
The Results
• 97,000 activities executed • 119% of revenue target achieved ($2.9 million) • Improved efficiency with reduced staffing needs
A leading software as a service (SaaS) marketing platform for nonprofit organizations, providing digital advertising toolkits that help build and maintain memberships across nonprofit, trade, and event organizations.
The Challenge
This growing SaaS company sought a new outsourced sales partner that could grow revenue, rapidly scale according to needs, collaborate on strategy, and explore new creative markets. Our proven methodology differentiated us from competitors through a winning sales culture, hands-on approach, and digital marketing expertise.
The Plan
Following a detailed discovery process, we revamped the client’s sales pitch process to improve both lead quality and nurture rates. We established new KPIs, introduced targeted buyer personas, and tested multiple sales methodologies, pivoting quickly across verticals as market conditions evolved. Our flexible scaling — from two to 45 sales representatives — ensured steady performance during dynamic periods.
The Results
Our sales expertise enabled the client to thrive even through market challenges, including the pandemic. Sustained high performance led to the continuous addition of Sales Development Representatives and deeper integration between marketing and sales. Results included $4.35 million in profit and $367,550 in closed-won revenue.
One of the world’s leading social media platforms needed to reactivate thousands of dormant advertisers on its self-serve ads platform. They sought a scalable partner to provide personalized strategy and human-led outreach.
The Plan
We developed a structured sales playbook from the ground up, built data-driven workflows in Salesforce, and trained a rapidly growing sales team — expanding from four to 29 reps. Our management and coaching accelerated win-back rates and long-term campaign engagement.
The Results
• $35 million in net new advertising sales • 500,000 customer engagements • 41% win-back conversion rate
A dynamic live streaming platform empowers creators — from musicians and gamers to online educators and entertainers — to connect, engage, and grow their audiences in real time. The platform fosters an interactive global community where creators can monetize their talent and expand their digital presence.
The Challenge
The client sought to expand its creator base and boost brand awareness within an increasingly competitive creator economy. They needed support to attract high-value influencers, automate outreach, and improve retention through smarter marketing and reporting infrastructure.
The Strategy
Our team partnered closely with the platform’s leadership to develop and execute a growth plan that combined automation, analytics, and social engagement:
• Automation: Built a custom workflow to optimize outreach and streamline influencer communications. • Inbound Growth: Launched targeted Facebook and Instagram campaigns to attract and engage new creators. • Analytics & Reporting: Designed an integrated dashboard to monitor inbound leads, conversions, sales activity, and content performance in real time.
The Results
• 2x increase in monthly recurring revenue • 723 qualified leads generated • 106,080 sales and marketing activities executed • 644 meetings scheduled with creators
In 2015, one of the fastest-growing credit card issuers in the U.S. had over five million active accounts. With the launch of a new product in the works, these numbers were set to spike by an additional two million accounts nationwide by the end of 2016. iQor was asked to step in and serve these customers while helping the brand decrease agent attrition, increase First Call Resolution (FCR) scores, and elevate the customer service experience.
The Solution
iQor had been providing first-party retention and recovery services to the brand since 2011. But the company had yet to leverage iQor’s growing base of customer care-focused contact centers. After in-depth planning sessions to understand the brand’s goal and objectives, we found the solution. iQor would leverage its strong customer care talent pipeline, advanced agent support tools, and sophisticated speech analytics software to quickly ramp and provide the brand with a robust customer care program.
The Full Scope
We launched our customer care partnership in 2015 with 14 agents in Clark, Philippines to provide general billing and inquiry (BGI) support. After the Issuer opened their credit lines to consumers looking to rebuild credit and receive cash-back rewards, they grew quickly. So we did too. Within seven months, we expanded our services into activation and application inquiries, escalations, retention, express pay, payments, amortization, web troubleshooting, and tech support. We quickly hired and trained an additional 475 agents divided between our Clark and Dasmariñas centers–all with a 94-96% retention rate.
By the start of 2018, we grew once more, ramping hundreds of new full-time agents while maintaining low attrition rates. We also expanded our tech support services to include screen sharing to increase the rate of first-call resolutions.
Analytics-Driven Retention and Omnichannel CX Solutions
The client’s inbound right party contacts increased by 180%
The Challenge
As the fastest-growing credit card issuer in the U.S., our client faces the delicate challenge of reaching out to thousands of customers a day to recover revenue and retain business. But as more and more U.S. households ditched landline phones, it became challenging for the issuer to contact them at the right time on the right number. This caused the issuer to run into a high number of invalid contacts and increased risk with automated outbound dialing.
The Solution
iQor called in our data analytics team to examine the issuer’s accounts and offset the difficulties of outbound dialing with enhanced compliance and inbound contacts. For example, the issuer was executing a high volume of calls on Tuesdays at 4:00 PM, but this was when its right party contact rate was at its lowest. Not only that, our team discovered that after four outbound attempts, the issuer’s return rate significantly dropped. We also found that agents weren’t leaving voicemail messages so customers had no way of being informed of their account status or how to return the call.
iQor worked with the issuer to adjust the dialing campaign to call at the best performing times, which improved contact rates. We also applied a voicemail message at the end of the fourth outbound attempt, which put a voice to that pesky ringtone and gave customers a chance to prepare for the request. When the customer was ready to talk, we routed them to our higher performing agents to ensure they received the best service possible and the best-fitting option for repayment
Goals Met
Limited outbound attempts to increase compliance
Targeted use of high-performing agents for better customer experience
Increased inbound contacts to recover more revenue
The Results
Our dialer optimization strategy saved the issuer thousands from wasted calls. By changing the number of dials per day and launching the voicemail scripting, the issuer’s inbound RPCs increased by 180%, all while remaining within regulatory compliance. And when we began routing inbound calls to agents with a history of high performance and conversion rates, the issuer’s roll rate improved by 2%, meaning more revenue was collected monthly.
15% reduction in dialer spend
180% increase in inbound right party contacts
2% improved roll rate
More About Our Amazing Data Analysts
Outbound calling without reaching RPCs comes at a high cost and produces a large amount of waste in resources, time, and energy. Our client needed a strategy that could target low-performing segments but didn’t know how to find the root cause.
Our data analysis discovered low-performance attributes by using machine learning to assign dialer groups into three different clusters. This showed how successful or not successful agents were at reaching their segments. We used common customer and account qualities across the program including, Risk Level, Credit Limit, Balance, Payment, Over Credit Limit Amount, Number of Cycles Delinquent, Last Amount Paid, and Collectable Balance. The cluster analysis exposed similar customer behaviors with 99.9% accuracy in which our data analysts studied and used to form the customized dialing solutions.
We applied our new strategy to the accounts that fell within the 60 Days Past Due and Multiple Account Holders segments, which had a 0.6% successful right party contact rate. The dialer treatment improved these low-performing accounts by limiting outbound attempts, driving inbound volume with personalized voicemail messages, and routing calls to high-performing agents.
