A Seamless Customer Experience Program
As a result of our efforts, the Radius team has:
- Consistently met monthly abandon rates and service level goals
- Exceeded quality goals
- Increased loan approvals
- Showed a 25% increase in payment performance
We also provided a mechanism to measure and report First Contact Resolution to identify drivers and create self-service options. Using this data, the client has been able to evaluate self-service processes to make modifications to enable a more seamless customer experience.
Due to our success with this program, our staff has grown from thirty agents in one contact center, to more than 120 agents across three sites.