Radius provides omnichannel customer engagement services to a leading online financial services company that provides unsecured personal loans. Their focus is on treating the customer as a person rather than a number.
The company did not have an internal system to manage strategies or report trends. They were also looking for a nearshore solution to lower their costs.
Radius was brought on to interact with applicants, borrowers, and past-due customers in a variety of capacities.
We set up an initial team of 30 agents, two supervisors, and two quality observers. Dedicated agents were assigned to each type of interaction:
Radius handles several processes for the client, including:
As a result of our efforts, the Radius team has:
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.