Fortune 500 energy firm saves $14Mn after partnering with iQor
FLORIDA, UNITED STATES — A Fortune 500 energy company based in the United States (U.S.) earned US$14 million in annualized savings after collaborating with managed services provider and Outsource Accelerator (OA) Source Partner iQor.
According to iQor, they provided a strategic outsourcing partnership that improved the energy firm’s agent skills alignment, new hire speed to proficiency, customer interactions, staffing optimization, and operating efficiencies.
iQor President and CEO Gary Praznik added that by identifying the optimal mix of CX automation and people in collaboration with our clients, “we are able to consistently ensure a successful support transition.”
The implementation optimized and scaled program performance KPIs and reduced the overall service cost, delivering multiple benefits for the client in Year One:
Aside from US$14 million in annualized costs, the unnamed energy firm exceeded their Customer Satisfaction Score (CSAT) goals, reduced per-piece resolution times to meet new optimized business objectives, and cut overall customer email response times.
Moreover, iQor had also contributed to the US company’s agent retention and helped them deliver on all aspects of multi-shore ramps to surpass customer expectations.
iQor is a managed services provider of customer engagement and technology-enabled business process outsourcing (BPO) solutions comprised of 40,000+ amazing employees spanning 10 countries. It is also subscribed to the OA Source Partner Program, a powerful tool that helps BPO firms with marketing, sales, and business intelligence. The program also co-promotes its partner BPOs to OA’s web traffic and inbound leads and assists them in generating sales.