In 2016, when this client acquired a complementary digital money transfer company, there were some natural growing pains. This client suddenly had new customer needs to address in its inbound voice and email contact centers. Compounding the situation were ongoing issues with agent turnover and absenteeism. The client sought to partner with a provider that could meet the increase in international customer call volume while providing multilingual agents with the skills to address complex customer interactions.
The client evaluated many service providers and chose VXI based on our “ability to implement smart proprietary technologies to complete a quick, initial ramp-up and deliver positive business results.”
Our action plan to accommodate the client’s need for contact center operational excellence through this rapid ramp started with addressing the fundamental issue: recruiting qualified, dedicated people. Through VXI’s Talent Match Pro recruitment platform, we were able to quickly onboard quality staff members. Within months, the team was meeting or exceeding the client’s key performance indicators.
Agility was key to success for this transition. In partnership with the client, VXI developed a program to allow specialist agents to mentor and train new hires, thereby accommodating growth and developing future cohorts of contact center leadership.