Contact Center Turn Around White Paper

Contact Center Operational Turnaround Engagement for an Outsource Provider Supporting the Federal Government

Our client is a Business Process Outsourcing (BPO) company that provides contact center outsourcing and technology services to various federal government agencies.  In this white paper, we’ll discuss how we optimized different areas where our client struggled and how we created massive improvements for them. At the end of our engagement, our client saw a 25% improvement in average handle time, a 25% improvement in quality performance, and a 487% improvement in attrition to name a few areas of growth. 

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