The client partnered with eClerx to reduce their operational costs while also maintaining a high level of service to their customers. Implementing a structured offshore delivery model, eClerx reduced their contact center costs by 50% while also ensuring they achieved all of their KPI goals in 45 days.

Headquartered in North America, this regional telecom provider delivers high-speed internet, cable television, and phone services to users.

With more than 55 years of service, the company focuses on providing reliable, affordable connectivity while supporting the communities it serves.

The challenge

Contact center operations are one of the primary methods for brands and their customers to interact and adapt to the growing expectations of their userbase. However, with agent attrition on the rise and siloed processes preventing support teams from efficiently solving customer queries, it has become more and more difficult for organizations to scale—or even manage—an internal contact center.

Facing higher operational costs, our client was exploring outsourcing their customer support services offshore. That being said, their leadership expressed skepticism towards this idea, with worries over service disruptions and quality drops among their primary concerns.

To ensure these common pain points were avoided, the client looked for a proven vendor that could ensure a smooth transition to their offshore support operation while also providing significant cost savings to their organization.

Operational cost reductions:

• Customer support and Tier 1 support operations were costly
• Needed to reduce significant operational expenses

Smooth offshore transition:

• Shift to offshore operations needed to be handled delicately with minimal disruption
• Strong satisfaction levels and support quality should also be a given post-transition

Our strategy

Having heard about eClerx’s Customer Experience and outsourcing expertise, the client decided to partner with eClerx in this transition.

Leveraging their domain expertise, eClerx’s Customer Experience professionals developed a structured offshore delivery model for our client that was focused on operational efficiency, workforce optimization, and service quality improvement.

1. Experienced talent strategy

Due to the client’s accelerated transition timeline—compressed from the industry standard of 90 days to 45 days, eClerx leveraged the deep telecom expertise of its CX team. To ensure operational stability and strong customer interactions during the early stages of the transition, eClerx hired tenured agents and experienced leaders in the initial wave to establish a successful support foundation for the client.

2. Workforce optimization:

During the initial hiring process, eClerx analyzed the client’s call patterns and staffing models to optimize headcount for the offshore transition without compromising service levels and customer experience.

3. Efficient training programs:

From there, eClerx applied operational playbooks and structured coaching frameworks to the new hires, while also leveraging internal technology solutions such as Sanas to maintain service standards and KPIs during the transition.

The results

Thanks to the domain expertise of our Customer Experience services, eClerx ensured that our client was able to achieve their KPI targets within 45 days while minimizing customer disruption.

The results included:

• 50% cost reduction
• 30 days to achieve 100% SLA
• 114% above YTD SLA goal
• 45 days to achieve 100% of KPI goals

Impressed with the dedication and quality of work provided by our agents, the client decided to continue their partnership with eClerx, expanding the scope of their initial push towards offshore support.

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