This case study summarizes the AnswerOn Pilot Program as implemented and designed for a leading BPO call center client with an initial focus on three site locations: Makati, Philippines; Guadalajara, Mexico; and Universal City, Texas.
The goals of this Pilot Program were to
Over a 5-year period, AnswerOn helped this client improve attrition by 65% within the high-risk segment, reduce training costs by 19.75%, and save $9.5 million in net margin savings. In addition, during this period agent performance and all net promoter scores improved for those agents receiving Interventions.
(720) 807-2022
2204 18th Avenue, Ste. 211
Longmont, CO 80501
USA
Contact Us