Radius was selected to provide a customer care solution via video monitoring for a client. The client required not only a distinctive skill set for agents, but also a nearshore and offshore presence for bilingual capabilities and 24/7 availability.
After just six months, we more than doubled manpower and expanded service offerings across three locations. Due to the seasonality of the business, there are very pronounced volume fluctuations on a daily, weekly, monthly and annual basis.
Our client relies on us to execute a flexible staffing model that takes this into account. At Radius, our team of tech-savvy agents can not only ensure the integrity of the monitoring service but also provide technical assistance, when needed, by the end user.
Initially launched out of our Panama City Customer Engagement Center (CEC), the project was ramped up and fully prepared for its first significant spike in volume. During the November peak (commonly referred to as the “blackout” period) the team was comprised of 60 agents working seven days a week.
Panama quickly delivered results early on and is consistently the top-performing site for our client. This has opened the door for additional work out of our sites in Mumbai, India, and Montego Bay, Jamaica.
Our Mumbai site started with a team of 65 full-time agents and 62 part-time agents who review previously conducted monitored sessions for quality and compliance.
This function had never been outsourced and had been handled exclusively in-house by the client. The team also included 15 crossed trained staff members that perform live monitoring sessions with end users.
After successful progress in Panama and India, we expanded the program to our Montego Bay site. All three sites now hold live sessions with end users, as well as session reviews and session launches based on the client’s various needs.
The team consistently meets client KPIs and staffing requirements. Due to the increased demand for exam proctoring during the pandemic, the team was asked to quickly grow to over 300 agents between the three sites.
Contact Radius Global Solutions today to build an enhanced customer engagement program.