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Case Study

Loading Up Support for a US Financial Services Provider

Relia group contributes to the cost reduction by providing bilingual (Spanish/English) at the near-shore of the U.S. Our analytics service is able to achieve improving customer satisfaction.

Challenge

The leading US provider of reloadable financial cards needed an outsourcing partner and bilingual (Spanish/English) agents to provide expansion support, reduce costs, and maintain quality. The work scope included inbound customer support, a Federal Trade Commission line, and Access to Funds.

Solutions

  • CSAT validation and root cause analysis determined program opportunities and led to the development of successful intervention via Training Clinics and supplementary training
  • We leveraged existing training tools developed in the Philippines — such T-Cam Simulator, which supports the absence of a training environment — to facilitate practical new hire training.
  • We introduced simulators, dramatically improving agent skill and fast-tracking agent incubation periods - this was recognized as a best-practice component of the training curriculum.
  • We initiated skills enhancement training for the escalations-handling team.
  • Continuous workforce strategy enhancement resulted in better handle-rate solutions.

Results

  • The partnership has lasted since 2006 — 14 years to date.
  • We are the leading vendor in terms of customer experience champion challenger scorecards.
  • We've been selected to handle the client's most high-level, sensitive projects lines of business.
  • The client leverages our learning team's capability to enhance training with videos, simulators, and such.
  • We improved productivity with our interactive dashboard
  • Inspiro's Philippine Tiger team was chosen to launch a multilingual site in Nicaragua.
  • Progress is currently ongoing on the Speech Lab Initiative in the Philippines.
  • Our workforce actual handle rate registers at 96%, with 100% actual delivery rate, exceeding set targets.

Related companies

Altius Inspiro, Inc. / Infocom Technologies, Inc.
Altius Inspiro, Inc.
We mainly provide CRM service for North America and the Philippines by Altius Inspiro, Inc. and Infocom Technologies, Inc. in the Philippines. We also provide support in Spanish at the Nicaragua site as well.

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