Recovery to Customer Care

Share the Smiles

The Challenge

In 2015, one of the fastest-growing credit card issuers in the U.S. had over five million active accounts. With the launch of a new product in the works, these numbers were set to spike by an additional two million accounts nationwide by the end of 2016. iQor was asked to step in and serve these customers while helping the brand decrease agent attrition, increase First Call Resolution (FCR) scores, and elevate the customer service experience.

The Solution

iQor had been providing first-party retention and recovery services to the brand since 2011. But the company had yet to leverage iQor’s growing base of customer care-focused contact centers. After in-depth planning sessions to understand the brand’s goal and objectives, we found the solution. iQor would leverage its strong customer care talent pipeline, advanced agent support tools, and sophisticated speech analytics software to quickly ramp and provide the brand with a robust customer care program.

The Full Scope

We launched our customer care partnership in 2015 with 14 agents in Clark, Philippines to provide general billing and inquiry (BGI) support. After the Issuer opened their credit lines to consumers looking to rebuild credit and receive cash-back rewards, they grew quickly. So we did too. Within seven months, we expanded our services into activation and application inquiries, escalations, retention, express pay, payments, amortization, web troubleshooting, and tech support. We quickly hired and trained an additional 475 agents divided between our Clark and Dasmariñas centers–all with a 94-96% retention rate.

By the start of 2018, we grew once more, ramping hundreds of new full-time agents while maintaining low attrition rates. We also expanded our tech support services to include screen sharing to increase the rate of first-call resolutions.