A rapidly expanding California-based tech giant was running a captive contact center providing high-level technical support for the firm’s enterprise software division.
But as the division built an increasingly mainstream customer base, highly specialized agents were becoming disengaged, and lackluster CSAT performance was hurting growth.
Learn how TELUS International:
- Increased agent engagement to record levels
- Reduced agent attrition
- Achieved ongoing CSAT above 94%
- Reduced cost per case by 24%
“We definitely can’t afford to have a revolving door of agents. To effectively support our products, it takes three months of training and case taking. And that’s one of the reasons we partnered with TELUS International – they have a handle on managing attrition.”
– Director, Enterprise Support (the client)