A Fortune 500 client in the energy industry realized $14 million in annualized savings after selecting iQor. The company selected iQor as their first and only business process outsourcing (BPO) partner over several Gartner Magic Quadrant leaders in Customer Service. A managed services provider of customer engagement and BPO integrated digital services, iQor provided a strategic outsourcing partnership that improved: agent skills alignment, new hire speed to proficiency, customer interactions, staffing optimization, and operating efficiencies.
“iQor’s new program implementation team developed a focused approach to launching a new outsourced customer service program for a U.S.-based Fortune 500 energy company. By identifying the optimal mix of CX automation and people in collaboration with our clients, we are able to consistently ensure a successful support transition,” said iQor President and CEO Gary Praznik.
The implementation optimized and scaled program performance KPIs and reduced the overall service cost, delivering multiple benefits for the client in Year One:
- Saved $14 million in annualized costs.
- Exceeded customer CSAT goals.
- Reduced per-piece resolution times to meet new optimized business objectives.
- Cut overall customer email response times, improving CSAT and lowering costs.
- Exceeded industry best practices for agent retention.
- Delivered on all aspects of multi-shore ramps to surpass customer expectations.
To learn more, view the strategic outsourcing case study.
About iQor CXBPOTM
iQor CXBPOTM is a trusted partner in intelligent customer experience solutions, delivering exceptional results for global brands. With 40,000 employees across 10 countries, we combine 30 years of industry expertise with cutting-edge AI-driven innovations to optimize customer interactions at every stage. Our agile, scalable solutions ensure seamless omnichannel engagement, driving loyalty and measurable business success. Recognized as a Great Place to Work® and a leader in CX excellence, we elevate performance through a people-first approach, operational expertise, and secure, technology-enabled solutions. Learn more at iQor.com.
Contact
Nicole Gobbo
Director of Communications
NEWS & PRESS