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.
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.