The client is a California-based telecom company that provides voice and high-speed internet services over fiber optics, copper and fixed wireless systems. With companies shifting to remote work arrangements, many people opted to sign up for internet services thus their customer base grew significantly. As a result, the team handling back-office and management tasks are required to work double-time performing data management, order processing, account reconciliation, and answering customer service calls. These tasks create a bottleneck in providing sales support for their existing customers and limited time to create sales proposals to acquire more customers. Finding and recruiting qualified customer service representatives and technical support staff proved very costly as well as the minimum wage in some parts of California was $ 15.00 per hour. After employer payroll costs and onboarding, the overall cost per rep was $ 27.00 per hour before management costs.
With the help of an experienced BPO partner (Unity Communications), The telecommunications company now has a streamlined back-office process that delivers quality work in a timely manner. As a result, customer satisfaction increased by 92% and productivity by 70% in just two months. The company is now able to focus its strength on acquiring new customers and important business activities that will help them expand its reach in the telecommunications market.