The Challenge
The client’s far-flung business was booming – in 195 countries! Rapid expansion brought with it rapid growth in customer contacts: over 25 million calls in 2004. Handling these calls were in-house agents and a single outsourcer.
The lone outsourcer was handling 43% of the client’s inbound calls. The client needed the risk- management value of additional locations as well as capacity to accommodate their volume of growth. Cost containment and business analytics were also important for managing the client’s continued growth. These business needs resulted in a call for Telvista to assume a place on the client’s outsourcing team.
The client’s goals for its partnership with Telvista were to accomplish these results:
- Improve the outsourcing experience through outstanding business practices, customer support, call reporting and professional account management.
- Reduce the cost of handling customer contacts.
- Provide quality bi-lingual customer support with native Spanish speakers supporting customers in their own language.
- Discover and act on business insights into customer needs and feedback via custom analytics.
The Telvista Solution
A near-shore solution makes sense for handling Spanish-language calls and addresses the business goals of the client’s outsourcing expansion.
Telvista agents are handling 13 different call types in both English and Spanish from a facility in Mexico City.
A Client Care executive is dedicated to the account to ensure that daily communications between Telvista and the client are a top priority.
Analysis of the calls allows Telvista to provide valuable assistance to the client in streamlining the customer contact process for both Telvista and their in-house call center.
The Bottom Line
Telvista allows the client to focus on running their business instead of running their outsourcer. The client’s customer contact costs have dropped as much as 50% for some types of calls, while the client’s awareness of how their business is performing has increased.
Experience the difference
Let one of our friendly experts customize a solution to fit your needs. Call Telvista today at 800-563-9699. Or visit us online at www.telvista.com.
Entering into a business relationship with Telvista will allow us to keep pace with our business growth, maintain or improve call quality, reduce costs and provide us with the call redundancy we have been missing!”