The Challenge

This client contacted Telvista while still operating in-house contact centers in Canada and the U.S.

The client wanted to explore outsourcing, including nearshore and offshore solutions, for cost reduction. They also wanted to keep their in-house levels of quality and responsiveness to their customers.

Our client decided to outsource two sets of complex and business-critical customer service calls – domestic and international car reservations – with Telvista.

The Telvista Solution

Telvista reduced the client’s costs while maintaining quality metrics by delivering the program out of Tijuana. We met an aggressive launch date for this program, getting from contract signing to agents taking calls in only one month.

Our Tijuana Campestre location is an ideal fit for this client – strong bilingual agents are readily available at an easily accessible location just a few minutes from the U.S. border. Our Tijuana agents also speak "California English", providing support in clear English with minimal accent – a top client priority.

Other Telvista benefits for this travel company are the security (both data and physical) and telecom compatibility that our Campestre site delivers. From our secure building to the enclosed agent area on-site, Telvista delivers the security our client needs. On the technology side, our IEX workforce management system is highly compatible with the client’s IEX system, and our telecom solution was easy to implement for both voice and data connectivity.

Result

As the client’s support partner, Telvista:

• Reduced the client’s cost of support
• Delivered and sustained the same level of performance as the client’s U.S. contact centers
• Achieved consistently favorable quality scores from outbound customer surveys, with accent never rated a poor area
• Produced excellent customer satisfaction results on items such as clarity of speech (87%), friendliness (90%), agent ability to answer all questions (88%), and overall satisfaction (86%)

Conclusion

Telvista’s performance has encouraged our client to expand with additional agents and new programs in Tijuana. The client notices and comments on the pride and professionalism shown by everyone from the executives to the agents supporting their program. We have built this program not only as a cost reduction effort, but as a long-term relationship with a valued partner.