Case Studies
Catch up with the latest trends and breakthrough ideas in the field of contact center management, outsourcing, and everything related to customer experience.
Rapid Staff Migration To Work From Home Model
As the first wave of the Covid-19 pandemic reached its peak and governments directed offices to close, it took us only 5 hours to plan a transition for 95% of our employees to work from home. Here is our story.
Achieving 100% Compliance and Massive Cost Savings for HVAC Clients in Canada
With our voice-assisted technology, we achieved 100% compliance, Saved CAD 230K annually, and achieved 100% in quality scores for HVAC clients requiring pre-sales verification, to comply with Bill-55 in Ontario, Canada. Read how we did it!
Reducing Past Dues And Recovering Millions With Modern Technology And Strategic Approach
The recovery approach of a major energy client in the US got a major overhaul with our modern technology & strategic approach. Our ‘Collections with Care’ method resulted in a 6x increase in outbound calls, a 186% increase in automated monthly payments, a combined reduction of $2.8M in past due 30,60, and 90-day buckets, and more. Here is how we did it.
Cash Application Process Optimization With The Right People, Processes, And Technologies
We were tasked with improving cash application processes reducing balance discrepancies, bad debt reversals, and credit balances for major energy clients. We worked our magic with the right people, training, processes, and measurement metrics. We got them a 91.4% reduction in credit balances, a 92% reduction in accounts needing verification for bad debt reversal, and more.
Voice AI And Speech Analytics’ Impact On Outbound Sales And Agent Retention
To serve the customers, we need to know the customers. Conversations between sales agents and customers can provide direct insights into the need of the market. But only 2% of these calls are every recorded. Using Speech Analytics and Voice AI technology, we recorded 100% of outbound sales calls for a US-based energy provider and achieved a 17.3% increase in sales/hour!
Mathematics And CX – A Not So Unlikely Combination
An Edu-tech company is revolutionizing the way mathematics is experienced. We became a part of this exciting journey and brought so many more on board, to learn math in an all-new way!
The Right Technology Can Optimize Every Minute For Money In Contact Center Operations
Tasks that can be automated, should be automated. The key is to know what can be applied where. Read how we increased operational efficiency by 5x by developing and deploying RPA.
