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 white paper

Introducing Inspiro a group company of Altius Link
Inspiro based out of the Philppines, the outsourcing specialist with global network. Inspiro delivers multilingual, end-to-end, value-driven CX solutions to the world's leading brands.
CX Analytics solutions and insights
Our CX Analytics and Insights solution help brands harness the power of their data and stay ahead of the curve with actionable insights.
Cross-border back-office service
Ease the pain of back office operations across the border with Relia group's global back-office support
White paper lists

Related companies

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