Business Challenge
Drive efficiency and reduce costs while maintaining the highest standards of customer care.
CCD solutions
– A robust servicing and reporting platform
– A significantly more skilled workforce
– An enhanced agent training program
Impact
– Drove efficiencies and ensured management visibility to key performance metrics
– Improved service delivery consistency and higher standards
Results
– Average handle time decreased by 14%
– Credit and collections rate improved from 95% to 99%
– Key client call grading quality metric improved to 96% from 93%