Category: Case Studies

Why iQor?

With a proven track record of success, strategic analytical insights, and a commitment to regulatory compliance, iQor was well positioned to help a major U.S. airline design and implement a concierge program to significantly improve customer experience and operational efficiency. 

iQor stands out as a trusted advisor with a strong reputation for integrating technology and fostering a customer-centric culture. Our expertise in rapidly deploying digital solutions, providing multilingual customer support, and delivering comprehensive service models makes us an ideal partner for ambitious CX optimization goals for the airline industry and beyond.

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Success Snapshot

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Read on for the story that led to these exceptional results. 

Background 

To optimize resources, boost performance, and address evolving customer preferences, a leading U.S. airline initially phased out voice as a customer experience channel across all its platforms. In 2023, the airline achieved its chat deferral target of over 50% five months ahead of schedule, demonstrating the implemented system’s efficiency. The transition included 2:1 chat concurrency during steady state and 3:1 during ramps. Following the successful implementation of widespread chat, the airline, in partnership with iQor, planned to refine their customer experience strategy to specifically address the needs of loyalty program customers and those with imminent travel up to the next two days. 

Business Opportunity

This proactive approach led to the development of a concierge program prioritizing customers with upcoming travel within 24 to 48 hours and those holding a priority flyer number. iQor leveraged its expertise and strategic collaboration with its technology partners to develop a hybrid omnichannel CX model with inbound and outbound communications tailored for the airline client. 

Solution

 iQor’s comprehensive customer experience management solution integrates various tools for contact center operations, offering features such as omnichannel inbound and outbound routing, workforce optimization, analytics, and automation. iQor’s deep integration with the client’s systems facilitate collaboration between our CX applications and the airline’s CRM, IVR and chatbot systems, enabling real-time data exchange and process automation. This tight integration ensures smooth, reliable, and scalable operations, allowing the airline client to deliver personalized and efficient customer service across multiple communication channels, achieving a 105% jump in NPS.

Inbound Call Handling

Inbound callers are first screened to identify customers with flights within 24 to 48 hours or those holding a priority flyer number. They are provided two options to resolve their issue through IVR and chatbot. This prioritization ensures customers with urgent travel needs or who are members of the airline’s customer loyalty program receive prompt voice interaction, helping mitigate potential travel disruptions and reinforcing their value to the airline. Inbound calls are serviced in both English and Spanish based on the airline’s customer base, accommodating a wider range of customers and broadening service inclusivity. 

Outbound Callback Requests

iQor’s CX applications work with the airline’s chatbot and IVR systems to set up outbound callback requests, ensuring these callbacks are made within 24 hours. This feature provides flexibility and convenience, giving customers an option that best fits their schedule and provides expeditious assistance.  

Coaching Agents for Concierge Services

Agents are coached to provide top-tier concierge services, focusing on empathy, quick problem-solving, and personalized service. Regular role-playing exercises and real-time feedback sessions help agents improve their customer interactions, while advanced training on the airline’s systems and policies enable them to navigate complex issues efficiently. Integrating iQor’s omnichannel CX applications facilitate:

• Real-time data exchange. Facilitating instant data transfer between the IVR, chatbot, and agent systems ensures seamless customer experiences by providing accurate and up-to-date information, maximizing overall efficiency. 
• Automated call routing. Efficient call routing and callback requests for priority customers ensure high-value clients receive prompt and personalized service, leading to improved customer satisfaction and loyalty. 
• Customizable workflows. Tailored interaction workflows meet the airline’s specific customer needs to deliver personalized and relevant service.  

Results

The concierge program significantly impacted the client’s key service metrics and delivered broader benefits:

iQor’s Expertise in Integrating Digital Solutions 

iQor architected the concierge program for this airline client, seamlessly integrating an optional digital self-service option for the customer. Through analysis and innovative design, iQor developed workflows that strategically reenable a combined digital and voice concierge solution.  

Our approach is grounded in a deep understanding of the balance between automation for efficiency and quick issue resolution while providing access to live voice support when the customer needs it. Leveraging our accumulated process knowledge, we efficiently and cost-effectively design digital self-service and voice customer support systems, ensuring an optimal blend of automation and human expertise to enhance the customer experience.

Broader Benefits to the Airline 

In addition to the results listed above, the concierge program has yielded several broader benefits that significantly impact the airline’s overall performance. Strengthened relationships with key customer segments have resulted in increased loyalty and repeat business. iQor’s proactive adjustments to capacity in response to chat volume declines ensure optimal resource efficiency. Furthermore, aligning with regulatory expectations for customer care enhances the airline’s standing with regulators.

Why iQor? 

In this case study, iQor and a Fortune 500 energy company partner in a transformative strategic outsourcing relationship. This story builds on the energy provider’s global success with iQor throughout our 15+ year relationship. Discover how our CX operational expertise achieved $14 million in annualized savings for our energy client by reading the first case study here.  

In this update, we share the next chapter: unmatched speed to proficiency for contact center agent training, sustainable record-low attrition compared to energy industry trends, and CX innovations that unlock operational excellence for our energy client.

Employee-Centric Culture Differentiates iQor’s Operational Excellence

The high volume, high demand services our energy client provides to millions of customers initially led them to consider outsourcing. They required a BPO partner that could meet their high standards for customer service quality, operational excellence, and compliance. 

The energy provider selected iQor over recognized leaders in the Everest CXM PEAK Matrix. iQor’s culture of employee satisfaction differentiates us from other outsourcing vendors, positioning us as a strategic partner with a motivated, multilingual talent pool equipped to navigate personalized customer interactions and compliance requirements.

Investing in employee satisfaction is a long-standing core value in our business. Our dedicated client teams build successful programs that deliver best-in-class customer experience through strategic investments in our on-site and work-at-home agents. We proudly achieve exceptional 70% employee net promoter scores—40% above industry norm—across the energy provider program’s service locations, underscoring our commitment to superior customer service delivery that supports the client’s business growth.

iQor’s Strategic Transformation Blueprint for Energy Customer Service Delivery

Since the program’s launch, iQor’s BPO solutions have exceeded expectations, with strong gains in customer satisfaction, quality assurance, first call resolution, average handle time, client utility, and transaction satisfaction. Here’s what sets us apart:

1. iQor specializes in harnessing strategic, data-driven insights for optimal resource allocation, blending human expertise with CX automation.

2. iQor deftly integrates cloud-based omnichannel solutions, automation, process optimization, proficiency training, and security.

3. iQor’s diverse global footprint provides access to highly skilled talent whose satisfaction we maximize through award-winning training and career development processes.

Read on to discover the innovative strategic outsourcing solutions that have secured our client’s trust and satisfaction through millions in cost savings, making us their only BPO across their comprehensive CX operation and positioning us to support their future growth.

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Success Snapshot

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Background

The energy provider’s sizable customer base requires high-touch support for the critical energy services our client provides. They place a high value on specialized customer service support that efficiently accommodates their energy consumer needs.  

Due to the complexities of energy bills and the vital role energy plays in daily life, customers of energy companies often require a high-touch approach to customer service, which requires skilled, empathetic customer service teams who consistently deliver excellent customer engagement.  

iQor customer service agents are trained to deliver personalized interactions and ensure energy customers understand the details of their accounts, make informed decisions, and receive prompt assistance during outages or service issues. Ultimately, high-touch customer service fosters positive experiences that can lead to increased customer satisfaction and loyalty for energy providers.

How the BPO Partnership Evolved to Meet Growing Energy Customer Service Needs

Initially, the client sought non-voice back office support services to enable efficiency in their growing business. After conducting a rigorous evaluation process, they selected iQor as their BPO partner over several recognized Leaders in the Everest CXM PEAK Matrix for both voice and non-voice customer service.

iQor’s commitment to employee satisfaction and operational efficiency presented a unique value proposition for the energy provider to improve their CX operation. As our performance continued to exceed the energy provider’s expectations, they added additional lines of business to our portfolio of services delivered:

• Early-stage delinquency inbound services.
• Customer financial assistance program.
• Payment processing with IVR support.
• Service order calls.
• Specialized meter installation support. 

Beyond the expanded service offerings, iQor supports the energy provider in a consultative role, providing insights designed to transform and optimize every level of their customer service delivery model.

Decades of Energy Domain Experience Inform iQor’s Performance-Driven Approach to Optimizing CX Operations

iQor’s proven experience in the energy industry played a crucial role in securing this partnership. Our CX experts are deeply embedded in the evolving regulatory landscape for energy companies, ensuring our solutions sustain our client’s commitment to compliance. 

iQor’s employee development practices accelerate agent proficiency across multiple geographies, ensuring reliable customer service regardless of location. This is reflected in our consistent achievement of the energy provider’s performance targets, including customer satisfaction, resolution rates, and more.   

iQor has become an integral part of the energy provider’s customer service ecosystem, earning their strong praise for the unmatched quality of our call center operations.

Business Opportunities

The energy provider’s rapid growth created a need for specialized CX staffing support. They turned to iQor for outsourced customer service agents empowered by optimized recruitment and retention strategies and trained to achieve high performance benchmarks.

BPO Partnership Delivers Integral Energy Compliance Standards

Regulations and labor agreements add specific parameters to our energy client’s pursuit of nearshore and offshore customer service locations. Rigorous regulation and security requirements contributed to the energy provider’s diligence in selecting the best-fit BPO candidate with the capabilities needed to deliver the support they need.

Safety-First Processes Build Customer Trust With Every Interaction

iQor prioritizes safety in every interaction for the energy provider. Understanding the inherent risks within the energy sector, our comprehensive training equips agents to identify and address potential safety concerns. This includes recognizing signs of gas leaks, electrical hazards, and other urgent risks observed from customer descriptions.  

Furthermore, time-sensitive protocols are in place to ensure prompt response during power outages or emergencies. Clear communication and thorough skills assessment are high priorities in our training and compliance standards to ensure the well-being of both customers and employees throughout every service interaction.

Connecting Energy Customers to Assistance Programs That Alleviate Hardship

iQor also partners with the energy provider to connect customers facing financial hardship with vital assistance programs, a key requirement for energy customer service compliance.  

Experienced iQor agents help customers navigate the assistance qualification process with empathy and efficiency. By asking clear, supportive questions and considering their feedback, our agents can identify programs that alleviate financial burden and ensure customers stay on track with their energy bills.  

iQor’s commitment to compliance is underscored by our zero trust cybersecurity approach that ensures world-class protection of sensitive energy customer information. Our protocols ensure every user and device requesting access to privileged information undergoes thorough authentication and authorization checks, protecting our client’s reputation and the data privacy of their end customers.

Solution

The energy company partnered with iQor to craft a strategy that would produce exceptional employee and customer experiences along with significant financial savings. The teams worked closely to transition much of the energy company’s support to nearshore and offshore locations that met their support criteria.  

The energy provider is committed to deploying an agent workforce with a high degree of employee satisfaction in a supportive work environment. iQor’s comprehensive active-learning training and development frameworks position us as the ideal outsourcing partner to support our client’s initiative for achieving highly engaged, high-performing teams. 

Our client entrusted iQor’s CX experts to elevate employee satisfaction, automate workflows, and comprehensively optimize their CX operation. Our new program implementation and operations teams collaborated to:

1. Accelerate speed to proficiency.
2. Optimize employee satisfaction. 
3. Identify automation opportunities.
4. Deliver multilingual customer service.
5. Optimize communication channels across all sites.

Here’s how we achieved the energy provider’s goals:

1. Award-Winning Active Learning Training Boosts Speed to Proficiency for Energy Customer Service Agents 

iQor’s award-winning training programs utilize active learning techniques to accelerate speed to proficiency, ensuring agents are fully equipped to handle the energy industry’s specific requirements.  

iQor’s iLead Next Level Career Coaching program has been recognized with the Bronze Stevie® Award for 2024 and 2023. This highlights iQor’s dedication to a workplace culture that thrives on active engagement, effective support and coaching methods, and high employee satisfaction.

2. Machine Learning-Powered Coaching and Development for Improved Employee Retention

iQor prioritizes agent well-being and career growth opportunities. We leverage multiple channels to gauge employee satisfaction, including regular surveys and a proprietary check-in process. By analyzing feedback and exit interviews, we’ve streamlined our ESAT tools to capture valuable insights to inform retention strategies.   

iQor’s data scientists harness the power of machine learning, building an AI large language model (LLM) that can accurately predict when agents are at risk of attrition. By analyzing historical data on multiple data points including performance, work characteristics, and employee satisfaction, the model identifies agents at risk of leaving. This allows for targeted interventions like coaching, career development, or workload adjustments. This model is continuously refined with fresh data, ensuring its effectiveness in optimizing agent retention and reducing turnover. 

Our holistic approach to employee satisfaction informs targeted coaching and development opportunities. Additionally, we track coaching interventions to ensure they’re having a positive impact. This proactive approach empowers us to identify potential risks of attrition and implement retention strategies, fostering a loyal and engaged workforce.

Streamlined Recruitment and Onboarding Harnesses AI to Maximize Contact Center Employee Experience

Meeting the client’s high volume seasonal ramp demands for skilled agents requires a strategic approach. That’s why we leverage iQor’s Symphony [AI]^TM ecosystem to identify and attract top talent with the specific skills needed. We then streamline the recruitment and onboarding process to excel in the energy sector’s customer service environment.

3. Intelligent Workflow Automation Strategies Amplify Specialized Energy Customer Interactions

iQor identified an opportunity to streamline call center processes in the back office by automating certain manual tasks such as acknowledgements, data entry, and status updates, reducing the average handle time and improving resolution rates. 

iQor proactively identifies opportunities for our client to leverage smart automation across their CX operation. This empowers efficient management of repetitive tasks and provides real-time guidance to customer service agents. Our strategic recommendations enable agents to focus their talents on resolving complex customer interactions and building stronger relationships.

4. Effective Multilingual Customer Service Delivery Fosters Cultural Affinity With Diverse US Customer Base

iQor’s strategic placement in nearshore and offshore locations empowers the energy provider to deliver exceptional multilingual customer service across the U.S. This geographically diverse workforce allows them to tap into a talent pool with native fluency in languages spoken by a significant portion of the American population.  

By strategically matching agents with customers based on language and cultural background, iQor fosters a sense of cultural affinity during interactions. This ensures clear communication while building trust and rapport with customers, leading to a more positive customer experience. This personalized approach strengthens the connection between the energy provider and its diverse customer base.

5. BPO Leadership Consolidates Energy Provider’s Global Contact Center Communication Channels

iQor’s senior leadership delivered a seamless transition for the energy provider by establishing a single point of contact for global operations. Consolidating the communication channels ensured full transparency, keeping our client informed and engaged about the program’s progress across all locations every step of the way. 

By streamlining communication, iQor’s team highlighted our commitment to ease-of-doing-business, a hallmark of the iQor experience. Our approach exceeded the energy provider’s expectations for a first-time outsourcing experience nearshore and offshore, creating smiles for their large base of satisfied customers.  

The program continues to evolve, with iQor and the client working collaboratively to develop agile, proactive CX solutions that ensure long term success. This dedication to continuous improvement—one of our iQorian Values—is key to sustaining the client’s trust in iQor’s outsourced services and paves the way for an even stronger partnership in the future.

Results

A Strong Foundation for Future Energy Success Through CX Operational Excellence

iQor’s 15+ year relationship with the energy provider positioned us as a trusted advisor, leading to a strategic transformation of their customer experience model that has resulted in unwavering achievements for nearly three years. In the dynamic energy sector, our agility ensures we adapt to our client’s evolving business needs with a CX framework customized to the needs of the business and the industry.  

iQor’s partnership approach transcends traditional outsourcing. We empower our energy partners for success by delivering proactive advice and recommendations, setting ourselves apart as a full-service provider of CX business solutions. The result is best-in-class operational excellence, continuously optimized to fuel ongoing growth.

Why iQor?

This case study highlights iQor’s 20-year strategic outsourcing partnership with an online leading online travel agency (OTA) for best-in-class chargeback management support. Our full cycle revenue management support delivers flexible, responsive, and proactive solutions that fortify financial operations and create exceptional customer experiences. 

iQor stands out as a premier partner for chargeback management due to our optimal mix of dedicated teams and decades of accumulated process knowledge. Our approach delivers unparalleled efficiency and effectiveness in handling chargebacks, positioning us as a leading global provider of back office solutions at the heart of global connectivity.

Back Office Agility and Trusted Compliance

iQor’s comprehensive back office support is secured by robust multi-layered security protocols. Our end-to-end encryption, zero trust approach to cybersecurity and Level 1 PCI Data Security Standards deliver the world’s most trusted compliance.

Strategic iQor India Location Empowers Global Travel CX Connectivity at Scale

1. Noida is part of Delhi New Capital Region (NCR), a vibrant residential and commercial ecosystem that offers 100% uptime with 24/7 specialized support 

2. Noida’s ideal climate delivers 100% uptime for business operations, offering unparalleled advantages through a highly educated, motivated, and multilingual workforce.

Holistic Revenue Management and Dedicated Outsourcing Solutions Driven by BPO’s Culture of Innovation

iQor India’s deep expertise in back office processes and revenue management differentiates us as a trusted advisor in the industry. Our future-ready approach continuously improves our team’s well-established capabilities with automation and data-driven insights.

This strategic outsourcing approach allows our teams to process recoveries with top efficiency, a requirement for seamless global travel operations. 

Our employee-centric service model ensures that our team remains highly satisfied, supported, and equipped to deliver exceptional service, translating into superior customer satisfaction.

iQor’s dedication to operational excellence empowers us to provide industry-leading global revenue management services to travel brands with cost-effectiveness as a top priority. Our integrated full revenue cycle management optimizes cash flow from intake to resolution, delivering smile-worthy results.

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Success Snapshot

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Background

Since 2004, iQor has been a trusted partner for the online travel agency through comprehensive management, research, validation, and revenue recovery of airline debit memos. 

With chargeback servicing experience since 1999 across various industries, our disputes team has exceptionally high average tenure in the chargeback domain.

The Value of Optimal Chargeback Programs for Online Travel Agencies

Optimal chargeback programs are integral to the success of global travel brands for maintaining high customer satisfaction.

Airlines, hotels, car rental companies, and other travel services are dedicated to efficient chargebacks that ensure timely recovery of funds and accurate financial reconciliation. This reliability fortifies customer relationships and provides financial stability for all parties.

When travel customers experience issues such as cancellations or service discrepancies, an effective chargeback program ensures their claims are resolved quickly, reducing friction and building trust in the OTA’s service. This swift and accurate resolution elevates the travel experience, fostering customer loyalty and positive word-of-mouth advocacy. 

By addressing the financial and experiential needs of today’s global travelers, optimal chargeback operations position OTAs to maintain exceptional customer satisfaction, ultimately maximizing success in a competitive market.

Business Opportunity

Travel platforms continuously manage high chargeback volumes by offering uninterrupted travel operations in a region well-established for ease of doing business while enjoying Noida’s thriving cultural ecosystem. Efficiently handling these chargebacks is vital to optimizing scalable financial recoveries and leading satisfaction.

Solution

By partnering with iQor, our travel client harnessed decades of accumulated process knowledge designing, executing, and adapting optimal CX and back office operations with agility and dedication. Here’s why we stand out from other managed services providers:

The 2 Pillars of Human-First BPO Back Office Excellence for Smile-Worthy Travel CX

1. By prioritizing employee satisfaction through a human-first approach, iQor empowers agents to delivers seamless travel customer journeys.

iQor India’s team of chargeback specialists is our greatest asset. With decades of experience in the region and unparalleled agility, they bring a human touch to each case, ensuring that every dispute is handled with care and precision.  

This program’s success integrates into the DNA of modern travel by delivering accessible high-touch support backed by ongoing training and coaching to stay ahead of travel industry trends and best practices.

2. Back office operational excellence delivers top-down performance for accelerated efficiency.

iQor’s operations teams have developed highly optimized processes that streamline chargeback management from start to finish. Our comprehensive approach includes:

• Thorough Research and Validation. We investigate customer chargeback claims with meticulous precision, considering chargeback reason codes, merchant policies, and travel supplier policies to determine the validity of each claim. 
• Proactive Customer and Supplier Outreach. We engage with customers and travel suppliers via phone and email to resolve disputes quickly and effectively, ensuring clear communication and swift resolutions. 
• Special Handling for Future Travel Disputes. We manage future travel disputes by canceling inventory, processing refunds, and securing alternate payments, providing a seamless experience for customers through U.S.-based voice support. 
• Detailed Documentation and Representment. We gather all necessary documentation and create tailored representment packages that address specific chargeback reason codes, enhancing our clients’ chances of successful dispute resolution. 
• Comprehensive Airline Debit Memo Management. We research, validate, and manage airline debit memos to ensure accurate and timely resolutions. 

Results

Why iQor?

A prominent auto finance company, as a subsidiary of a well-established financial services corporation, ranks among the top auto lenders in the nation. It offers innovative, technology-driven solutions that simplify loan applications and account management, providing competitive rates and robust customer support. With strategic partnerships across numerous dealerships, it delivers exclusive financing deals, enhancing its market position. The company’s commitment to excellence and customer satisfaction has earned it numerous accolades and a strong industry reputation. 

For over 15 years, iQor has been the trusted partner of this leading U.S.-based automotive finance organization, working together to streamline customer service operations for efficiency and satisfaction. This case study explores the key factors that have solidified iQor’s position as our client’s preferred BPO for CX process management, a role that directly integrates iQor’s CX experts into their internal teams.

Strategic Outsourcing With iQor for Auto Finance Process Optimization

iQor delivers comprehensive back office support and training for the auto lender’s vast customer service network, encompassing both internal and external teams. The auto lender recognized iQor’s dedication to continuous improvement and proactive thought leadership that maximizes the auto finance lender’s business initiatives. 

This trust led to an additional strategic outsourcing role for iQor. Based on our extensive track record of success, the auto finance provider requested we serve in a consultative capacity, designing process management strategies to elevate customer feedback tracking and facilitate improvements to loan servicing CX.  

Read on to discover how iQor’s deep understanding of our client’s auto finance business, unwavering commitment to performance excellence, and agility in adapting to evolving needs have fueled a successful partnership with an ever-expanding scope.

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Success Snapshot

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Read on for the story that led to these exceptional results.

Background

Rapid growth after 2021 led the auto lender to outsource 95% of their entire CX operations to BPO partners like iQor. While efficient, this shift meant less direct access to customer feedback previously gathered by their internal process managers, resulting in service quality requiring realignment with customer sentiment.  

Recognizing the importance of delivering irresistible auto loan customer service to borrowers, our client selected iQor to become an integrated member of their internal process management team and execute their high standards for customer-centric care and operational process optimization.

The Unique Advantage of an Outsourced Process Management Partnership for Auto Lenders

Building on our strong 15+ year partnership and deep understanding of the auto finance industry, iQor collaborated closely with the auto lender to develop their requested process management role. The role is designed to seamlessly integrate iQor’s process manager within the auto lender’s team.  

By incorporating our program experts into our client’s internal team, we contribute iQor’s decades of accumulated CX process knowledge toward achieving the auto lender’s CX goals. This capability differentiates iQor from traditional managed service providers. Impressed by iQor’s commitment to CX excellence, which mirrors their own high standards, the client has requested our expertise in optimizing their entire customer service operation.

Business Opportunity

Initial success with this consultative role set the stage for a promising future. Given the dozens of business lines outsourced by the auto lender, a well-oiled process manager program had the potential to significantly optimize their processes from a CX standpoint.

This expansion is designed to provide invaluable insights into the diverse needs of each program, ultimately safeguarding our automotive finance client’s customer service quality. By proactively addressing potential inefficiencies and optimizing processes across all outsourced operations, iQor positioned itself as a vital partner in comprehensively improving their CX. 

Solution

iQor recognized the unique opportunity presented by the client’s situation. Utilizing our extensive experience managing a significant portion of the auto lender’s outsourced operations, we proposed a strategic solution for process optimization.

iQor’s CX Strategy for Accelerating Auto Loan Net Promoter Scores and Supercharging Lien Holder Rate Improvements

Our plan involved integrating a dedicated iQor process manager within the client’s internal team as a subject matter expert. This pilot program, initially focused on the client’s primary offshore location, aimed to identify program opportunities and pinpoint loan processing and servicing gaps.  

iQor consulted with our automotive finance client to identify performance goals, such as driving significant improvements to lien holder rates and setting net promoter scores (NPS) and customer satisfaction (CSAT) on a skyward trajectory. 

The program yielded compelling results. Here’s a breakdown of iQor’s contributions. 

Streamlining Auto Loan Servicing Workflows With iQor’s Automation Expertise

A review of critical processes uncovered over 30 loan servicing workflows where automation can drive continuous improvement and efficiency. iQor’s process manager advised the auto lender on best practices for automation informed by our digital transformation expertise, paving the way for increased agent productivity and happier customers. 

Improving Borrower Satisfaction Through Collaboration and Process Optimization

Operating seamlessly alongside the auto lender’s existing process management team, iQor’s process manager played a key role in the pilot’s outcomes. This success ultimately resulted in over a dozen additions to iQor’s process management solutions to support the auto lender’s high-volume needs.  

These collaborative efforts between iQor and our client resulted in documented processes, visualized loan servicing workflows, and proposed optimization strategies. All changes were meticulously crafted to adhere to the client’s regulatory requirements, improving CX while maintaining compliance. Specific examples include:

• Streamlining the vehicle titling process for agents and customers.  
• Implementing call analysis that ensures more accurate call routing. 
• Equipping automotive agents with timely knowledge base updates. 

Results

iQor’s initial process management pilot was a resounding success. Our automotive finance customer was pleased with the loan servicing improvements, resulting in the expansion of the program to other business lines.

These achievements increase the auto lender’s confidence in iQor’s ability to achieve their process optimization goals through consistent and sustainable performance excellence. This reflects our commitment to continuous improvement facilitated by open communication, a core value in our iQorian identity and critical for exceptional automotive finance CX.

Key Outcomes of the Strategic Outsourcing Partnership

Future Roadmap for Auto Lending CX Process Management

iQor’s footprint with the auto lender has expanded to include seven process managers across various lines of business, with plans for further growth. This expansion reflects the strategic value this program delivers, strengthening our BPO services across the client’s entire CX operation. 

iQor’s process manager program facilitated the design of a comprehensive knowledge base, empowering agents with faster and more accurate information access. A unified call flow and specialized routing profile accelerated new hire proficiency across both internal and BPO teams, boosting overall efficiency while exceeding key performance indicators.   

These improvements solidify the strength of our longstanding strategic outsourcing partnership with the automotive finance provider. Our customer’s continued trust reflects our proven track record of successfully optimizing customer service operations through high quality standards and effective CX strategies.

Why iQor?

This case study illuminates iQor’s pivotal role in efficiently launching an outsourced customer care program for a leading consumer finance provider. Our client delivers a diverse range of financial services including credit cards and digital finance solutions to consumers. Their comprehensive finance service offerings necessitate high-touch customer support to maintain customer satisfaction.  

Safeguarding customer financial data starts with empowered and engaged employees. By investing in employee well-being, financial providers foster a strong sense of ownership and accountability for protecting sensitive information. Combined with our robust data security protocols, this satisfied workforce excels at navigating delicate customer interactions, ultimately strengthening brand trust and loyalty.

iQor Recognized for CX Operational Excellence in Consumer Finance

The consumer finance provider selected iQor for their customer care outsourcing needs. Stellar performance in revenue recovery throughout the COVID-19 pandemic has earned iQor a contract for our finance client’s customer care outsourcing initiative.  

Through consistent high performance in back office operations throughout our partnership, iQor’s CX expertise positioned us to be selected as the finance provider’s sole BPO provider.

Employee Net Promoter Scores With iQor Far Exceed BPO Industry Standards for Excellence

iQor met or surpassed targets for customer satisfaction (CSAT), quality (QA), average handle time (AHT), voice of customer (VOC), and abandonment rates, exceeding all performance expectations during challenging ramp periods.  

While all the finance provider’s key performance indicators (KPI) are relevant, employee net promoter scores (eNPS) are a particularly crucial metric due to the critical role agents play in handling sensitive information. High eNPS scores in the finance industry indicate a motivated workforce. These motivated agents are more likely to handle sensitive customer interactions with integrity and efficiency, always prioritizing the security of customer information. 

iQor’s employee net promoter score (eNPS) far surpassed the consumer finance brand’s expectations. eNPS is measured by asking employees how likely they are to recommend or promote their company as a workplace. Scores range from -100 (no promoters) to 100 (all promoters). A good eNPS among BPOs is any score above 30%. A score of 50% is considered excellent. 

iQor’s longstanding commitment to a positive employee experience resulted in an exceptional 67% eNPS over six months for the finance customer care program, more than double the industry threshold for acceptable service quality. iQor sustains uniquely high eNPS, proving that we set the gold standard for BPO industry-leading employee satisfaction with contact center agents. This aligns seamlessly with our finance partner’s uncompromising high standards for customer support. 

Our successful employee satisfaction scores are driven in part by innovation, one of iQor’s core business values. iQor’s CX experts empower an irresistible employee experience through digital solutions like AI-powered predictive attrition modeling. Our forward-thinking framework effectively reduces agent turnover and supports the high-touch customer interactions the consumer finance provider’s customer service model requires. 

iQor’s Global Footprint Ensures Successful Large-Scale Deployments for Financial Services CX 

iQor’s adaptable approach delivers scalable customer care solutions that grow with our client’s needs. The consumer finance provider trusts us to maintain exceptional service quality and quickly yield high performance outcomes for three key reasons:

1. iQor’s global footprint and deep experience with large scale, customer care program deployments.
2. The new program implementation (NPI) team’s past success with ramping up support for financial services clients.
3. iQor’s transformative organizational development, training, coaching, and workforce management processes that enable high employee satisfaction.  

Agent Training Throughput Rates With iQor Surpass Finance Provider’s Highly Successful Internal Training Program

While the finance provider boasts a well-established internal training program, they sought a more specialized solution for their outsourced customer care program. Their internal trainers joined iQor’s on-site trainers to implement a collaborative, optimized training solution.  

Over seven training waves, the program achieved a 94% completion rate at the current staffing level of approximately 300 agents, with growth projections anticipated to exceed 500 in 2024.  

This success stems from iQor’s deep understanding of the financial services industry and our ability to tailor the program to equip new hires with the specific skills and knowledge needed to excel from Day One. The result: a more prepared and confident workforce, directly contributing to the success of the finance provider’s customer support operations.

BPO Customer Care Operations Achieve All Goals for Prominent Financial Services Client From Month One

The consumer finance provider quickly recognized the accomplishments of iQor’s customer care operations. We achieved all KPI and SLA goals from Month One and exceeded all customer care goals by the end of Month Two.  

This consistent performance success and dedication to continuous improvement led the consumer finance provider to expand the previously defined program with extensive ramps and new site launches in additional iQor geos. Delighted with the results, our client is actively engaged in discussions with iQor’s team about new opportunities to support their business. This proactive partnership ensures we can further optimize their comprehensive CX operation.

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Success Snapshot 

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Read on for the full story that accomplished these outcomes. 

Background 

The consumer finance provider has partnered with iQor’s outsourced managed services for over two decades. Our revenue recovery services yielded impressive outcomes for the client over time, leading them to expand our partnership to other lines of business.

BPO’s Employee-Centric Culture Secures First-Time Consumer Finance Customer Care Outsourcing Partnership

When our longstanding client decided to outsource customer care operations for the first time—a rarity in this sector due to the need to protect sensitive financial information and provide high-touch, personalized customer support—they knew they could rely on iQor’s values, processes, and employee-centric culture to deliver on critical performance targets. 

In a historic first move, they selected iQor to manage an offshore customer care operation. We launched the customer care program with the consumer finance provider in 2023, initially providing inbound voice-only customer care support. As our service quality met and exceeded expectations, the partnership expanded to encompass additional lines of business, reflecting the client’s confidence in iQor.

For decades, iQor has exceeded the conventional wisdom of outsourcing vendors by forging strategic partnerships with brands that leverage our deep CX expertise and commitment to achieving our client’s business goals. The consumer finance provider partners with us, proactively seeking our solutions and expertise. Their confidence in iQor is evident—they enthusiastically engage with us to replicate our successful performance across their operations. This open communication fosters a collaborative partnership where we deliver exceptional employee and customer satisfaction together. 

Business Opportunity

The consumer finance provider shares iQor’s standard for an employee-centric culture that results in outstanding customer experience performance. They asked iQor to swiftly build a comprehensive team of customer service agents that would meet or exceed their rigorous performance benchmarks. They presented an ambitious timeframe, requiring program launch within just 60 days.

Rapid Deployment Expertise Launches High-Quality Offshore Finance CX Program in 60 Days

iQor began building the new offshore program, tailoring our site launch strategy to:

• Ensure alignment with the consumer finance provider’s key objectives and underlying business model. 
• Communicate openly with the consumer finance provider to define performance expectations every step of the way. 
• Identify which of iQor’s established geolocations best maximizes the consumer finance provider’s customer service strategy. 
• Customize contact center agent recruitment, training, workforce management, and career development to accelerate speed to proficiency. 

The new program implementation team’s deep expertise in cloud-based omnichannel solutions, automation, process optimization, security, and the integration of artificial intelligence capabilities were key in evolving a support model that meets the consumer finance provider’s CX needs.

Solution

The Cost-Effective, Talent Rich Capabilities of iQor’s Philippines Contact Centers

iQor identified one of our sites in the Philippines as the optimal offshore location for the consumer finance provider. This strategic decision leverages the area’s robust talent pool and unwavering customer service culture. 

This site is situated in a region known for its educational institutions and a high concentration of skilled English-speaking professionals, making it an ideal location for sourcing talented agents with the skills to deliver financial customer care services to a predominantly U.S.-based consumer.  

The site’s geographic setting also offers the stable infrastructure and environment critical for service reliability, one of our client’s top priorities. We are established in the region, which empowers us to smoothly launch new programs and ensure quick operational success.

iQor’s track record of performance excellence has been recognized by some of the business world’s top accolades, including the Great Place to Work® certification. 

While achieving a Great Place to Work® certification is a mark of distinction, iQor goes a step further. We cultivate a high-engagement culture with organizational development programs that drive BPO industry-leading agent retention and customer service delivery.

Our approach is superior. We leverage a robust analytics platform to understand employee sentiment and satisfaction while optimizing supervisor-to-agent coaching. This allows us to tailor programs and processes that keep our agents engaged and thriving. 

Here’s what sets iQor apart:

• Data-driven approach. Our data science and operations teams harness analytics-based strategies to optimize the employee experience.  
• Speed to proficiency. Our process from hiring to production is the fastest in the BPO industry. 
• Industry-leading retention. We focus on long-term contact center agent career development and success. 
• Superior customer service. A happy and engaged workforce translates to happier customers. 

Fast-Tracking Operational Readiness Through Meaningful Investments in Employee Experience 

After pinpointing the ideal location, iQor initiated the recruitment and onboarding process for the finance provider’s customer care operation.

Investing in Innovative, Analytics-Driven Coaching and Training Development That Fortifies Employee Satisfaction and Boosts Retention

To maximize performance outcomes, the launch team made significant investments in the employee experience. iQor’s unique nesting approach demonstrably reduces the risk of attrition for new hires. 

Extended nesting ensures smooth knowledge transfer from training, while additional support structures set customer service representatives up for success through: 

• Daily collaboration with trainers that mitigates performance roadblocks and inspires excellence.  
• Weekly reviews and call calibrations that foster a culture of continuous learning and improvement.  

Impressive Coaching Outcomes Recognized With Stevie® Award

iQor’s iLead Next Level Career Coaching program has been repeatedly recognized with the Bronze Stevie® Award for sales and customer service. Our focus on coaching, assessments, and self-empowered learning results in high employee engagement and satisfaction, reflecting the efficacy and value our program presents to financial services organizations considering customer care outsourcing.

VALDI Empowers Intelligent Agent Coaching and Compliance

Our commitment to continuous growth extends to providing personalized coaching and training based on performance data. With VALDI, iQor’s proprietary speech and interaction analytics platform, we collect and analyze agent information to ensure every team member receives the support they need to master necessary skills and achieve sustained compliance.  

iQor goes beyond analyzing customer interactions with VALDI. Our coach-to-coach program monitors, records, and retrieves insights from all leadership coaching sessions, from manager to supervisor to agent, resulting in more meaningful and analytical coaching. This performance-driven strategy empowers our teams with ongoing learning and keeps them highly engaged by fueling a culture of continuous improvement for all team members. 

iQor’s unique coaching methodology identifies opportunities for utilizing analytics across every touchpoint to unlock insights that lead to predictive customer net promoter score (NPS) improvements. The result? Higher employee satisfaction and increased value for our financial services client and their end customer. 

Powering Consumer Finance Talent Acquisition With AI

As part of our broader employee-centric framework, iQor harnesses AI-powered recruiting, hiring, and onboarding, ensuring our clients’ customer care programs are matched with frontline agents who are the right fit for their CX program.  

To maximize program outcomes, iQor has developed a comprehensive AI strategy defined by an ecosystem of AI tools, including proprietary and best-in-class third-party solutions, combined with our decades of accumulated process knowledge. We call this Symphony [AI]^TM. 

iQor’s Comprehensive Symphony [AI] Strategy Maximizes CX Performance Outcomes

iQor’s Symphony [AI] ecosystem streamlines consumer finance customer service agent recruitment by mitigating bias, accelerating hiring speed, matching ideal candidates, and harmonizing the entire employee lifecycle. This empowers our clients to tap into a global pool of talent who possess the specific skills and characteristics crucial for success in finance customer care. 

This blend of advanced technology and decades of accumulated CX process knowledge significantly improves program outcomes, providing our clients the competitive edge needed to optimize CX operations at scale. 

Accelerating Finance Agent Retention and Performance Through Best-in-Class Contact Center Training Techniques

iQor delivers a comprehensive six-week training program, spearheaded by our Global Learning and Development Team. This program includes a two-week nesting period that successfully instills knowledge and customer service expertise, preparing the team for superior service delivery.

iQor’s Training Delivers Higher Agent Graduation Rates for Finance Brand

At the program’s inception, the finance provider’s trainers integrated with our on-site trainers for a truly collaborative partnership approach to agent training. The program achieved a remarkable 94% graduation rate.  

This data demonstrates that iQor’s robust training program equips new hires with the skills and knowledge to excel from Day One all the way to the production floor, ultimately maximizing the success of the finance brand’s customer care operation.  

These outcomes enable this prominent finance brand to confidently entrust iQor with their outsourced high-touch customer care operation. iQor’s effective customer support approach ensures the finance brand’s customers are well-served, reflected in top-notch performance and quality metrics that prioritize customer satisfaction. 

iQor’s employee experience approach goes beyond script compliance and performance outcomes. We strive for continuous improvement throughout the employee lifecycle by providing ongoing coaching and support. Th equips agents with valuable skill sets, empowering them to chart their own career development paths. 

Refining Recruitment Precision With Language Assessment Testing

iQor’s talent acquisition team has extensive experience leveraging a broad spectrum of client-preferred language assessment platforms. The consumer finance client prefers Versant tests, which evaluate speaking, writing, listening, and reading skills, enabling recruiters to ensure high-quality hires through unbiased evaluation methodologies from the outset.  

This testing is thorough, fully automated, and administered both online and on-site, with results available immediately. This efficiency eliminates lags associated with waiting for test results. Each candidate receives an instant score report detailing their performance, areas for improvement, and an overall CEFR or GSE score, thanks to advanced speech and text processing technology that allows for immediate and anonymous scoring. 

iQor leverages this testing tool to equip the customer care operations with the right candidates for high-touch consumer finance customer service delivery. 

Customizing Workforce Management Expertise for Finance Customer Support

Utilizing NICE’s CX platform to maximize outcomes for financial services, iQor delivers effective scheduling that fosters high performance among agents. This enables seamless workforce ramps that meet peak staffing requirements. 

iQor’s expertise in workforce management allows the consumer finance provider to achieve optimal agent occupancy with accurate forecasting that efficiently handles large customer interaction volumes. 

Our focus on fostering a highly motivated and satisfied workforce also directly results in more efficient customer resolutions times (CRT) and lower average handle times (AHT) for sensitive financial inquiries, leading to higher customer satisfaction.

iQor’s decades of experience prove that a happy and well-supported workforce is key to achieving our clients’ goals. Through investments in training, coaching, mentorship, and career development, we empower our employees to excel in their roles, achieve tenure in the organization, and provide best-in-class customer support. 

In the BPO industry, where exceeding a 30% employee net promoter score is considered good and 50% is considered excellent, our commitment to employee well-being shines through with an exceptional 67% eNPS satisfaction score among frontline customer care agents. Our success in becoming our client’s sole BPO partner is a powerful testament to the impact of a positive employee experience on delivering exceptional financial services CX. 

Results 

iQor’s strategic approach exceeded our client’s expectations, setting a groundbreaking precedent in consumer finance customer care. In under 60 days, iQor:

The Roadmap for Continued Consumer Finance Customer Care Success

This case study has highlighted the successful collaboration between iQor and a leading consumer finance provider. Seeking a reliable partner for their first foray into outsourced customer care, the consumer finance provider developed confidence in iQor’s commitment to employee satisfaction and CX innovation—qualities that perfectly align with their need for a high-touch customer experience culture.  

Looking ahead, iQor seeks to expand our role as a trusted partner for the consumer finance provider. Our client’s proactive approach to optimizing their CX operation creates a perfect foundation for expanding our partnership, including additional services across more geolocations, all delivered by iQor’s highly trained and satisfied multilingual customer support agents.

Why iQor?

For the past 25 years, iQor has partnered with a leading global provider of communication systems, services, and applications. Our long-standing collaboration with the telecom provider and others in the sector allows us to offer in-depth back office support for their high-volume business-to-business (B2B) operations. 

iQor supports telecommunications businesses with integrated full revenue cycle management, ensuring comprehensive order to cash (O2C) service. Clients trust our specialized expertise managing the full continuum of the accounts receivable lifecycle.

When the communications provider required help managing back office cash application processes and resolving millions in backlogged unprocessed payments, they turned to iQor for this specialized support. The client trusts our accumulated process knowledge and expert staff to provide the secure solution they need to address these critical issues. 

Customizable Accounts Receivable Management Solutions in Partnership With a Trusted BPO

iQor is uniquely suited to support the client for four key reasons: 

1. Dedicated Expertise. Our team of cash application specialists brings extensive experience in resolving complex payment processing issues. 
2. Collaborative Approach. Our partnership philosophy emphasizes working closely with clients to understand their specific needs and required outcomes. 
3. Secure Technology Solutions. We leverage highly secure web-based technology to ensure accurate and timely cash application. 
4. Focus on Efficiency and Accuracy. Our solutions prioritize streamlining processes, minimizing errors, and optimizing cash flow. 

iQor’s Back Office Expertise in Noida, the IT Hub of India’s National Capital Region

iQor’s global footprint includes sites that offer a compelling advantage for our telecommunications client. Established for over a decade and located in India’s National Capital Region (NCR), our Noida site is a central hub for multinational firms outsourcing information technology (IT) support. Noida’s robust infrastructure includes efficient transportation, booming commercial services, and supportive government policies that enable seamless operations. 

Our Noida site boasts a cost-effective and highly educated talent pool with diverse expertise in omnichannel support, and back office functions. This skilled workforce is well-equipped with the latest technology, operating from a facility recognized for its Amazing Workplace status. Our blended offshore-onshore solution delivers impressive quality and performance while lowering costs. 

Agents are trained in all aspects of the cash applications process, including compliance standards, industry platforms, and lockbox providers. Our hands-on management team facilitates and simplifies process transition and resource allocation to maximize business advantages.

iQor’s consultative approach with our telecom partner resulted in a multifaceted solution that comprehensively optimizes their cash application process. We successfully achieved a 99.9% exception reduction for a $30 million unallocated backlog—all while mastering the telecom customer’s processes and achieving perfect turnaround times and quality scores throughout our decades of partnership.

Read on to discover the specific challenges addressed, the solutions implemented, and the impressive results achieved, highlighting the positive impact on operational excellence, process efficiency and accuracy, and sustained customer satisfaction.

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Success Snapshot

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Background 

Cash application is a critical back office function that ensures accurate and timely allocation of incoming payments to customer accounts. This process is essential for every business and can be particularly complex for telecom brands and other industries that generate high transaction volumes. 

Many companies manage cash applications internally, using digital lockboxes for pending payment storage. Generally, payments are placed in the correct lockbox, allowing advanced optical character recognition (OCR) technology to extract relevant payment information and use automated systems to match it to the corresponding account.

Why Telecom Organizations Invest in Outsourced Cash Application Services

Optimizing back office processes like cash application allows organizations to streamline operations and support their core business model focus during growth. While legacy systems, resource limitations, and evolving customer needs can impact payment processing speed, modern solutions can help streamline operations, minimize errors, and optimize the overall experience for both businesses and their customers. 

To reduce costs and boost efficiency, telecom companies frequently outsource cash application management with a trusted BPO partner. iQor’s cash application specialists handle the labor-intensive process of matching payments to invoices, often leveraging automation for faster turnaround. By strategically outsourcing this function, telecoms free up internal resources for core business activities.

Business Opportunity

Accurate cash application requires skilled agents and proven processes to achieve timely payment resolutions. For example, identifying duplicate payments, researching missing account information, or resolving application delays requires experienced support to resolve millions in unallocated revenue.  

iQor collaborated with the telecom brand’s internal teams to find areas of opportunity within their accounts receivable business operations.  

Our client generates millions of invoices annually for their worldwide B2B customer base. To ensure efficient cash flow, we work together to streamline their cash application operations, a critical component for managing exceptions to pending customer payments and maintaining optimal revenue flow.  

We identified an opportunity to improve efficiency in handling lockbox exceptions. Initially, around $30 million in unapplied payments were unresolved, creating friction for our client’s valued B2B customers.

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Maximizing Outsourced Cash Application Benefits at Scale

By outsourcing cash application processes with iQor India, businesses can benefit from:

1. Improved Efficiency. Our team can help identify areas for improvement and implement streamlined workflows for faster processing. 
2. Increased Accuracy. We utilize a combination of technology and human expertise to ensure payments are accurately allocated. 
3. Reduced Costs. Our blended onshore and far shore team offers cost-effective support compared to building and maintaining an in-house team. 
4. Targeted Focus. By delegating cash application tasks, businesses can free up internal resources to focus on core competencies. 

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iQor’s approach is scalable, enabling businesses to ramp their cash application support up or down as their needs evolve. We adapt our solutions to support changing customer bases, transaction volumes, and new payment methods. 

By partnering with iQor, our telecom client benefits from a combination of expert teams and tech-enabled processes. Our specialists possess extensive experience in resolving these common issues efficiently, ensuring prompt and accurate application of all received funds.

Solution

iQor’s accounts receivable solution began with a thorough assessment of the telecom provider’s cash application process. Our cash application specialists identified areas for improvement, including streamlining time-consuming tasks and centralizing operations. Our iQorian value of clear, open communication with the telecom organization’s finance department facilitates the achievement of their back office business goals.

Building a Secure and Efficient Foundation to Cash Application Process Improvement

iQor prioritizes early detection of issues, accurate invoice identification, effective coding, and rigorous tracking and quality checks throughout every stage of the cash application transformation. Our processes provide higher efficiency at lower cost through accurate forecasting, process maps, and metrics-tracking for improving turnaround time and quality. 

Our strategy is focused on three key pillars designed to optimize the client’s time-sensitive cash application process while prioritizing accuracy, security, and efficiency.

1. Leverage automation expertise to boost payment-matching efficiency. 

iQor implemented our web-based technology to accelerate the cash application cycle for all cash receipt-related processes such as refunds, payment investigation (PI), account clearing, and fund transfers.  

By integrating seamlessly with our telecom client’s existing systems, we facilitated a smooth and efficient flow of payment data. This improved processing speed and minimized the risk of human error, protecting the communications provider’s sensitive customer financial information.

2. Develop collaborative and consistent cash application procedures. 

iQor recognized the importance of standardized procedures in maintaining a streamlined and accurate cash application process. Through a collaborative effort with the client, we developed a clear set of well-defined cash application policies.  

These standardized procedures established a consistent framework for handling payments, fostering clarity, reducing the potential for errors and exceptions, and ensuring that the new policies aligned seamlessly with the client’s existing financial controls and internal workflows. 

3. Commit to transparent monitoring and reporting that builds client trust. 

Transparency is a cornerstone of iQor’s partnership approach. We provided comprehensive reporting and tracking tools to gain valuable insights into their cash application performance. These tools offered detailed information on key metrics, including daily processing volumes, exception rates, and reconciliation status. 

Our accounts receivable experts utilize iQor Connect, our proprietary ticketing tool that ensures our customer’s asset management team and other stakeholders are reliably informed through every stage of the program’s evolution. 

We also provided monthly journal entries to support the client’s general ledger balancing and offered dedicated support for annual escheatment processes. This level of transparency empowered the client to make data-driven decisions, identify areas for further improvement, and ensure ongoing process optimization. 

By implementing this solution, we achieved a significant reduction in turnaround time. The client now enjoys a daily cash application cycle of under 24 hours, a dramatic improvement from previous processing times. This demonstrates the effectiveness of our partnership in optimizing efficiency, accuracy, and ultimately, the telecom organization’s cash flow. 

Results 

The initial lockbox unallocated backlog of $30 million presented a challenge for efficient cash application. An outsourcing partnership with iQor improved these critical processes while achieving perfect service level agreements (SLAs):

The Future Roadmap for Cash Application Operational Excellence

In today’s fast-paced business environment, a streamlined cash application process is a cornerstone of financial health for all organizations in all industries. iQor provides teams, global footprint, resources, and proven solutions to unlock the full potential of cash application operations, customized to the needs of the business. Together, the telecom provider and iQor set a high standard for accurate and efficient payment processing, equipping our client to deliver customer service with a smile.

Why iQor?

This case study explores the latest evolution of the multi-year outsourcing partnership between iQor and a U.S.-based air carrier.  

In just three months, iQor led a transition to digital support for the air carrier. We achieved as much as a 3:1 chat concurrency rate that enables the airline to help more customers at once, all while maintaining exceptional KPIs. This demonstrates our unwavering commitment to delivering exceptional customer experiences for the millions of travelers the airline serves annually.

Achieving Digital Interaction Success in Airline Customer Support

iQor collaborated with the air carrier as a trusted advisor to plan and execute the transition to digital support. To ensure the program’s success, we reskilled iQor voice agents to excel in concurrent digital interactions for the airline’s customer support and began agent recruitment to maintain seamless high-touch customer support. 

Since 2020, the air carrier has relied on iQor’s CX optimization support. Our swift deployment to a secure work-at-home environment throughout the early disruptions of the COVID-19 pandemic ensured operational continuity and data security during a challenging time and earning the airline’s trust.

In an industry characterized by irregular operations (IROPs)—from extreme weather to other systems disruptions—the success of air carriers relies on agile, cost-effective solutions that keep customer satisfaction flying high. 

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Success Snapshot

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Background

The airline industry has experienced a notable shift in customer preferences from voice-based support to digital support. A survey from Airlines for America found that 80% of travelers check in electronically and use mobile devices to access quick, convenient support.  

Digital responses provide significant advantages to air carriers experiencing high interaction volumes every day of the year. Many customer inquiries, such as rebooking flights or checking baggage claim status, can be resolved through automated support without requiring customers to wait for a live agent.  

A trusted outsourcing partner like iQor possesses the accumulated process knowledge to launch a successful digital support strategy. This results in high customer satisfaction, a critical priority for air carriers committed to delivering amazing travel experiences. 

Business Opportunity

iQor collaborated with the air carrier to optimize digital support. The omnichannel digital support optimization model included these steps: 

1. Recruit, train, and optimize new agents ahead of schedule and at ideal training class capacity.  
2. Reskill iQor’s voice agents to become digital support specialists, ensuring a seamless transition for the air carrier. 
3. Rebuild our quality management framework to support the air carrier and equip supervisors to effectively coach agents. 
4. Revitalize performance targets to ensure high end customer satisfaction while optimizing processes and resources.

In line with their broader outsourcing strategy, the airline partnered with iQor to streamline the bot-to-agent escalation process and administer training and management for their chat support agents. The client’s priorities were to:

1. Connect customers to chatbots for data input and processing.  
2. Resolve simple inquiries and determine if escalations are needed. 
3. Free up live agents to resolve more complex inquiries. 
4. Maximize overall satisfaction and optimize cost management.

Solution

70% Digital Interaction Target Achieved 6 Months Ahead of Schedule

The air carrier successfully diverted 70% of interactions to digital support six months ahead of the program’s anticipated timeline. Previously, these routine interactions would have otherwise escalated to a live agent.

CX Insights Optimize Concurrency Targets, Customer Service Quality, Fill Rates, and Throughput to Production

Leveraging digital support’s concurrency advantage, we handled double the volume of interactions handled per agent following the transition to digital support. By optimizing occupancy, our high performing agents thrived in this highly engaged digital environment.  

iQor adapted swiftly to minimize wait times and maximize performance and improve customer satisfaction (CSAT) and net promoter scores (NPS). Our digital solution proactively manages volume peaks by adjusting concurrency targets to lower levels during steady state demand with the ability to flex up to higher concurrency as needed.

Seamless Monitoring, Reporting, and Forecasting Deliver Forward-Thinking Digital Support Solutions

By monitoring and auditing outcomes, iQor identified the optimal concurrency rates to most efficiently manage interactions during peak volume while delivering the best quality service, fastest response times, and quickest resolutions.  

As a result, iQor consistently meets or exceeds the air carrier’s SLA targets, providing consistently swift resolutions and excellent average answer speeds in digital support channels.

A 4-Step Framework for Airline Digital Support Optimization

1. AI-Augmented, Human-Powered Employee Lifecycle Support

iQor’s new program implementation model leverages one point of integration, enabling us to rapidly launch at any global site. Our recruitment and data science specialists work together to explore the art of the possible for swiftly onboarding new hires.  

iQor’s Symphony [AI]^TM streamlines speed to hire and accelerates time to proficiency, providing our clients access to a global talent pool of qualified agents who seamlessly integrate into the DNA of the travel sector. Our AI-enabled staffing solutions merge digital transformation with human expertise to cultivate a customer-centric culture and positive employee experience.

 2. Interaction Analytics for Employee Coaching Audits and High-Touch Customer Service 

iQor leverages VALDI, our proprietary interaction analytics platform, to analyze engagements and drive coaching, script, and process improvements for the air carrier’s employees. This data-driven approach ensures continuous improvement for employees to deliver exceptional customer experiences. 

Digital support transcripts ordinarily present a challenge for data analytics given the high volume of interactions airlines experience. However, VALDI’s fully scalable interaction analytics insights have the power to unlock digital transformation success for this air carrier’s customer support.

3. Scalable Staffing Ramps and Flexible Performance Targets

To accommodate the client’s increased interaction volume, we swiftly and effectively ramped up agent hiring to meet demand ahead of schedule and prepare for future growth. iQor’s well-established processes for rapid new hire onboarding, accelerated time to proficiency, and near perfect throughput rates consistently surpass BPO industry standards for agent hiring and training excellence in the airline industry. 

iQor achieves this flexibility through our ability to fill training classes ahead of schedule while consistently sustaining exceptional throughput or graduation rates. Our customer-centric, value-driven culture achieves successful staffing at scale for the air carrier. 

4. Process Management, Consultation, and Optimization for Travel CX

iQor leverages our decades of CX process knowledge and deep travel industry experience to efficiently manage customer service operations. We proactively identify potential support bottlenecks and collaborate with the airline to transform areas of improvement into growth drivers.

2 Key Areas to Master Customer-Centric Back Office Performance for Satisfied Airline Customers

iQor supports the air carrier with back office services spanning the full spectrum of the customer lifecycle. Our customer-centric approach is critical for streamlining digital support channels, simplifying processes, and expediting resolutions for both the airline and their end customer. We accomplish this in two key areas:

1. Customer Relations Minimizes Escalations

Escalations are a critical component of airline customer experience. For example, the air carrier identifies baggage claim interactions as a top priority for customer care optimization due to potential impacts on both customer satisfaction and the air carrier’s regulatory standing. Effective resolutions are integral to meeting SLAs and preventing escalations to the Department of Transportation. Here’s how that process breaks down:

• When a baggage claim is received, SLAs require a chat or email response within 24 hours to prevent escalations.  
• iQor agents consistently respond within 12-15 hours, helping maintain the client’s excellent regulatory standing.  
• For more complex inquiries, our dedicated customer relations agents provide resolutions within 30 minutes, achieving consistently excellent quality scores. 
• iQor monitors the customer relationship team’s performance data sitewide every two hours, supplying results in real time and generating graphs that display week on week trends to evaluate ongoing improvements and bridge any gaps.

For more complex inquiries, our dedicated customer relations agents provide resolutions within 30 minutes, achieving consistently excellent quality scores. 

2. Social Media Monitoring

Since launching in 2021, iQor’s successful social media support inspired the client to triple staffing volume and expand opportunities for improving online customer sentiment.  

iQor helps monitor the air carrier’s social media engagement in both English and Spanish. Agents provide 10 responses per hour with average response times below 11 minutes, exceeding performance targets.

iQor’s social media team achieves the air carrier’s highest quality score across all lines of business, inspiring positive word of mouth and brand advocacy in a critical customer engagement channel.

Future-Ready Solutions, Trusted Advisor Approach Fortifies Airline CX Outcomes

iQor’s process management expertise plays an integral role in resolving potential inconveniences for customers. The iQor team also advised the air carrier on best practices to maximize customer resolution times and net promoter scores (NPS).

Results

iQor’s digital support solutions deliver the agility to keep pace with airline customer support needs. Our efforts achieved:

At iQor, we’re confident that our swift deployment of the digital interactions program and our trusted advisor approach will continue to deliver superior customer experiences for the air carrier and their passengers in the years to come.

Why iQor?

This case study examines iQor’s partnership with a large multinational retailer at the forefront of supply chain management, transportation, and logistics. iQor’s process optimization solutions exceeded SLAs, dramatically improved CSAT, and enabled the retailer to grow their market share in the competitive retail and e-commerce driver delivery domain.

The retailer selected iQor to manage driver applicant support for their driver delivery services on the basis of our longstanding and successful partnership. Our client is confident in our ability to support retail business initiatives through our:

1. Reputation for performance and delivery, particularly through workforce management.
2. Ability to provide exceptional service quality while optimizing processes and people.
3. Extensive selection of geos with talent landscapes favorable to the client’s needs.
4. Swift, flexible program launches that achieve performance targets from Day One.

iQor is the retailer’s only BPO providing driver applicant support, showcasing the high level of trust they have in iQor. The retailer has repeatedly selected iQor over other vendors due to our highly effective workforce management approach that leverages the optimal people and processes to surpass performance benchmarks. 

The driver delivery program’s results were so successful that the retailer expanded the partnership’s scope to include active driver delivery support, indicating a promising future for our ongoing business relationship.

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Success Snapshot

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Background

For years, iQor has provided support for the retail and e-commerce giant across various locations tailored to their diverse business needs. Recognizing the crucial role of driver delivery in their success, the client entrusted iQor’s customer-centric approach to maximize its potential.

Responding to Growth With Nearshore Staffing for Driver Delivery Support

As the retailer’s driver delivery network expanded, they sought iQor’s expertise to spearhead the optimization of driver applicant support. This initial collaboration involved identifying qualified candidates and addressing their inquiries throughout the application process, while final hiring decisions remained with the retailer. Nearshore support with bilingual (Spanish and English) agents was essential for this line of business.

Bridging Gaps in Driver Delivery Operations

The retailer had inherited a backlog of 42,000 unanswered applicant emails. When iQor assumed responsibility for driver applicant support, the team needed to swiftly address the backlog and increase customer satisfaction levels.   

Working closely with the client, we also established standardized email templates to improve communication and consistency throughout the driver application process. iQor embraced the opportunity to resolve the backlog while collaborating with the retailer throughout their data migration and optimization process. 

Scaling for Success During Peak Seasons

Anticipating a significant surge in e-commerce transactions compared to the previous year due to consumers’ dramatically rising preference for digital shopping, the retailer projected a substantial rise in driver applications that would need processing. Meeting this peak demand necessitated a highly scalable staffing solution.

Shared Goals

iQor established clear objectives:

1. Improve CSAT over 30-60-90 days.
2. Eliminate the email backlog.
3. Integrate the data systems.
4. Achieve full-time employee requirements.

Business Opportunity

In the digital shopping and e-commerce era, customers expect retailers to provide swift, reliable deliveries. Smile-worthy service is crucial for exceeding customer expectations, fostering loyalty, and gaining a competitive edge in the outsourced retail driver delivery arena.   

Let’s explore how iQor’s expertise leveraging current customer sentiment, preferences, and trends benefits our retail client and their end customer.

Advantages of Driver Delivery to the Customer

• Convenience. Busy lifestyles and access to technology drive demand for getting things delivered directly to one’s doorstep. 
• Variety. Delivery services offer access to a wider range of products, all within a single app. 
• Time Savings. Delivery eliminates the need for travel and in-store shopping, freeing up time for consumers. 

Advantages of Driver Delivery to Retailers

• Increased Sales. Offering convenient delivery options can attract more customers and lead to significant retail sales growth.  
• Data and Insights. Delivery platforms provide valuable customer data on preferences and buying habits, aiding in better marketing and inventory management. 
• Scalability. Effective driver delivery services can be easily scaled up or down based on seasonal fluctuations or other changes in demand.  

Solution

The Right People, the Right Place for Retail Customer Service Success

iQor’s Medellín, Colombia site emerged as the perfect fit for the retailer’s needs. With only a few weeks’ notice, we hired leadership and executed an agile launch in March 2023. Here’s why this nearshore site provides the best geographic advantage to the retail giant:

1. Colombia boasts a highly educated and language-proficient workforce, fulfilling the client’s requirement for bilingual (English and Spanish) agents in sufficient numbers to meet their staffing needs and quality standards.
2. Advanced agent training techniques enable rapid onboarding and accelerate speed to competency. This ensures iQor achieves the client’s targets from the very beginning.
3. iQor Colombia’s Great Place to Work® Certification signifies our commitment to employee satisfaction and a positive work environment. This fosters a culture of high engagement, which translates into exceptional service delivery for our clients. 

The Strategic Impact of Workforce Management for Retail

iQor recognized the need for immediate action to address the email backlog and improve the overall experience for driver applicants. Our approach combined expertise in workforce management and digital transformation to achieve significant improvements. 

A comprehensive system audit identified missing email response templates, a critical gap hindering efficient communication. Our team promptly addressed this by creating new templates, allowing for faster, more consistent responses and demonstrating the effectiveness of our retail process optimization expertise. 

iQor’s deft workforce management approach goes beyond implementing solutions; our CX experts also predict future gaps to mitigate concerns at every level. We optimize both people and processes to ensure a more user-friendly experience for the retailer’s driver applicants. This strategy streamlined the application journey and improved the overall satisfaction with the hiring process. 

Recognizing the high volume of inquiries, iQor identified an opportunity to further optimize the process. We proactively recommended transitioning from email to voice support, a solution that facilitated faster resolution of applicant queries at no added cost due to our proficient English- and Spanish-speaking agents. 

These strategic steps resulted in a streamlined driver application process. iQor’s efficient system quickly cleared the backlog of 42,000 inquiries, significantly improving response times and laying the foundation for exceptional customer service. 

Driver Recruitment and Onboarding Best Practices That Empower Irresistible Staffing Solutions

Meeting the retailer’s ambitious staffing needs and ensuring irresistible CX required a robust training model. iQor addressed this challenge through our award-winning active training programs, specifically designed to:

• Accelerate onboarding and hiring. Effective recruitment programs powered by iQor’s Symphony [AI]^TM orchestrate faster hiring and onboarding for qualified candidates, ensuring more harmonious driver delivery staffing solutions. 
• Scale effectively for peak periods. Precisely timed staffing ramps are crucial for the client, especially during peak seasons like the holidays. iQor has longstanding expertise in delivering successful staffing increases tailored to meet these fluctuating demands. 
• Drive exceptional customer experience. By empowering agents to deliver reliable service quality, we guarantee the client’s staffing requirements for drivers are met throughout the year with flexible seasonal ramping capabilities. 

Our commitment to best practices for recruitment and onboarding empowers agents to excel, ensuring the smooth operation of the driver applicant support program and ultimately, the success of the retailer’s driver delivery network.

iQor’s Consultative Approach to Outsourced Driver Delivery Support

Our consultancy extended to the new system data migration, ensuring a smooth transition.

Our commitment to exceeding expectations enabled us to surpass service level agreement targets by a significant margin. Our dedication to open communication and proactively suggesting solutions built a robust foundation of trust which led to the client regarding iQor as a true business partner. 

This collaborative approach, coupled with iQor’s understanding of the client’s business and proven success, led to: 

1. A deeper partnership expanding to a new line of outsourced business for active driver support.
2. Impressive early success indicators in the new active driver support program.

iQor’s partnership with the retailer thrives on a consultative approach, producing rewarding outcomes. We actively collaborate to improve the application process, benefiting both applicants and the retailer.

Results

This section dives into the measurable achievements of iQor’s partnership with the prominent retailer, showcasing how our solutions empowered the client to solidify their market presence in driver delivery services.

Driving Continued Success in Outsourced Retail Driver Delivery Together

At iQor, we’re energized by the positive outcomes achieved and eager to propel the partnership to even greater levels of success. Leveraging our combined expertise and a shared vision for excellence, iQor remains dedicated to supporting the retailer’s long-term goals and performance triumphs through world-class outsourced driver delivery support.

Why iQor?

For nearly 20 years, a leading U.S.-based credit card issuer with a customer base exceeding 15 million has partnered with iQor for business process outsourcing services in customer care and revenue recovery.   

This enduring collaboration reflects the client’s trust in iQor’s agility, innovative custom solutions, and accessible leadership that contribute to an ease of doing business. For decades, iQor has built a reputation for providing proactive and responsive BPO solutions and thought leadership to address our clients’ business needs.  

Recognizing a rising call volume and the diverse needs of their customers, the credit card issuer saw an opportunity to optimize their service. iQor, always looking for ways to optimize CX processes for our client, suggested introducing non-voice options like chat and SMS. This strategic approach would streamline communication and offer customers more convenient touchpoints. 

Agreeing with the initiative’s potential, the client embraced this solution and entrusted iQor to develop a platform specifically tailored for their diverse customer segments.  

Our commitment to open communication—one of our core values—was paramount in expanding the credit card issuer’s digital transformation. We partnered with the client to identify priority performance metrics—in addition to CSAT—for evaluating the SMS program’s impact on customer service quality including: 

1. Quality assurance. 
2. Average handle time.  
3. Concurrency. 

iQor embraced the opportunity to streamline the client’s operations and sustain smile-worthy relationships with their customers. Our BPO solutions accomplish this by empowering frontline customer service teams through artificial intelligence, active learning-inspired contact center training, and an irresistible customer-centric culture. This winning combination enables customer service agents to consistently exceed key performance indicators and develop strong skill sets for revenue generation.

Background

iQor is an established BPO with a global footprint that offers best-in-class customer experience with a reputation for ease of doing business and thought leadership. We have a longstanding partnership with the credit card issuer that supports their business interests with irresistible customer service.  

As a major credit card company with a sizable customer base, our client receives a high volume of calls to make payments and address other inquiries. With the goal of providing their customers the option to receive support in their preferred channels, the client set a target of reducing contact center wait times and improving customer satisfaction by deploying interactive voice response (IVR) and SMS chat channels.   

iQor and the client collaborated to analyze customer segments and identify which ones consistently experience high wait times and can most benefit from expanded omnichannel SMS support capabilities. We shared a mutual goal to improve performance and increase customer satisfaction with BPO solutions that provide consumers options to choose their preferred contact channel.  

We began with data analytics to inform our understanding of customer behaviors, pinpoint the strongest area of opportunity, and guide our suggestions for optimizing the client’s customer service strategy.  

Our track record of reliable, purpose-built outsourced support solidified the client’s confidence in iQor’s ability to strategize, execute with precision, and build lasting customer loyalty.  

Business Opportunity

In lieu of an internet payment option, many of the client’s customers take advantage of the pay-by-phone service and make their payments through ACH transfers or with a debit card.   

Some customers make several small payments each month, increasing call volume. To improve response times for customers calling to make a payment, our client set up a voice-based service line for exclusive use by these customers.  

The client is intent on maintaining high customer satisfaction and loyalty through a hassle-free payment experience that accommodates customer needs in their preferred channels. Prioritizing seamless service with shorter wait times, the credit card issuer partnered with iQor to optimize their customer experience strategy while maintaining current staffing levels.  

iQor suggested the client provide alternatives to waiting on hold for customer segments experiencing higher call volumes and longer wait times. When the wait time is less than five minutes, staffing phones, taking payments, and keeping customers satisfied is a straightforward process. When call times exceed five minutes, the IVR automation system offers callers other options.  

The credit card issuer trusted iQor to recommend a way to serve customers faster through automation and non-voice options that efficiently deliver smile-worthy CX. With customer demand for non-voice and self-service options steadily increasing, iQor embraced the opportunity to create a win-win strategy for the client and their customers. 

42% of customers say phone is their preferred channel for contacting customer service, earning the top spot above email and digital channels. —Statista

Solution

The iQor team leveraged decades of customer service experience, fostering strong communication channels between our CX experts and the client’s business leaders. Our mutually agreed-upon solution was IVR technology that provides cell phone users with the option to smoothly transfer their call to chat or SMS rather than wait for a voice agent while maintaining the same level of customer support they were accustomed to. 

Here’s how chat channels and IVR enable options for concurrency and create better employee and customer experiences: 

1. While voice agents can only help one customer at a time, non-voice agents have the option to support two or more customers at a time based on the client system’s ability without additional cost to the business.  
2. Frontline agents who are empowered with the resources to effectively manage interactions experience more job satisfaction and consistently exceed KPIs.  
3. Customers appreciate access to their preferred channels with the freedom to receive service at a more convenient touchpoint, increasing overall satisfaction. 
4. Quicker response and resolution times incentivize customers to complete payments, boosting revenue generation and sustaining customer loyalty. 

Our client asked iQor to run a pilot program to evaluate their customers’ preference for chat channels or SMS options before implementing it on a larger scale. Together, we developed the best pre-configured responses to integrate into the system to ensure QA scores for these non-voice interactions were as high as for voice interactions. 

To manage the pilot program at a practical scale, we set the criteria to process specific customer inquiries across three segments: 

1. Customers who call to process a phone payment. 
2. Verified cell phone calls placed to our client’s customer service phone line.
3. Calls where enough information is available to process the payments via chat or SMS.  

iQor’s VALDI and sQan Analyze Customer Interactions and Streamline Contact Center Business Operations

To accurately identify these segments, iQor’s data experts used VALDI, our proprietary interaction analytics platform. VALDI uses cloud computing to interpret available data for real-time insights on customer behavior and agent performance.   

This data directs automation strategies that streamline business processes, recommend script improvements, and increase customer satisfaction. VALDI is critical for monitoring customer sentiment in response to the client’s new non-voice channels and guiding self-improvement through advanced machine learning capabilities.   

VALDI’s insights converge with iQor’s sQan platform to provide coaching insights for employees. sQan helps drive higher performance from frontline agents by identifying areas of opportunity and automatically recommending coaching strategies. As frontline agents transition from voice to non-voice interactions, sQan’s insights support their improvement every step of the way. 

Symphony [AI]^TM: Maximizing Employee Performance With the Power of Generative AI

iQor’s BPO solutions harness the latest in artificial intelligence to orchestrate better employee experiences that lead to direct returns in performance.  

Symphony [AI]^TM utilizes our proprietary large language models and accumulated process knowledge composed of unique organizational insights and years of experience delivering contact center services for some of the world’s leading brands.  

Symphony [AI] augments agent performance with artificial intelligence modules, including chatbots and workflow optimization, that maximize customer interactions and create more satisfying employee experiences. This empowers frontline agents and supervisors to deliver the business outcomes our clients want from a world-class customer service strategy. 

Results 

Since completing the pilot phase, the credit card issuer has achieved lower wait times and exceptional QA and CSAT scores due to customers receiving service in their channel of choice.  

iQor’s collaborative approach took the client’s needs into account and delivered irresistible BPO solutions customized to the business. The client expressed their continued confidence in our partnership and iQor’s ability to leverage digital transformation to keep their customers smiling.   

Our client is enthusiastic about the potential impact of deploying this CX solution in other lines of business. They’ve asked us to begin other pilot programs as soon as possible.  

This collaborative roadmap outlines continued investments into our client’s customer care operations, including leveraging chatbots and maximizing the potential of the IVR solution. It establishes a strong foundation for a long-term BPO partnership empowering consistent achievement of the credit card issuer’s business goals.