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Case Study

Empowering Customer Engagement
+ Operational Excellence

IntelliSource’s strategic approach and commitment to excellence have not only addressed the customer’s challenges but have also set a new standard for operational efficiency and customer engagement in the call center industry.

  • Business Process Outsourcing

  • Total Talent Management

  • Recruitment Process Outsourcing

  • IS Accelerator

Key
Results

0
Phone calls on average per day were expertly serviced by IntelliSource associates, demonstrating significant handling capacity and efficiency
0%
Staffed and trained a fully outsourced team, including an operation manager, supervisors, team leads, and over 100 customer service representatives, ensuring a robust and skilled workforce
0%
Reduction achieved in training time for new employees, leading to a rapid speed-to-production ROI, thereby enhancing operational efficiency

Summary

A comprehensive service agreement was signed on August 23, establishing a robust strategy to meet the customer’s objectives within a swift six-week timeline. The IntelliSource implementation team underwent extensive training on the customer’s product lines and processes starting September 1, ensuring thorough preparation. A meticulous plan was crafted to recruit top-tier talent. By September 9, a suitable facility was secured, and construction for the contact center was initiated. Operations commenced on September 16, with IntelliSource efficiently recruiting, training, and managing the workforce. Additionally, Spanish-speaking teams were integrated on October 9 to cater to diverse customer needs.

Industry

Customer Service

Challenge

Two nationally recognized, fast-growth companies merged, deciding to relocate their call center operations from San Diego to Colorado. Faced with the daunting task of fully sourcing, securing, and equipping a new call center, they lacked the necessary resources and location to handle the recruitment process. To overcome these challenges, they partnered with IntelliSource.

Impact

25% reduction in call handling time through meticulous process refinement and ongoing training, thereby elevating service quality and customer satisfaction.

Approach

Employee Engagement Events

Hosted dynamic employee engagement events to promote our core value, E3, significantly enhancing the overall customer experience.

Value-Aligned Partnerships

Collaborated closely with partners on shared values, seamlessly adopting their hiring structures, cutting-edge technology, and brand guidelines to ensure alignment and coherence.

Proven Recruitment Processes

Implemented and adapted proven processes to create a customized, highly effective recruitment approach, tailored to meet the unique needs of the customer.

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