Client Success Stories
Renowned for providing next-generation CX solutions that integrate strategy, people, innovation, and analytics, Inspiro has established itself as a key player in industries such as telecoms, media, retail, e-commerce, banking, fintech, and energy over its 20-year history.
A leading global independent supplier to the automotive sector was looking for a partner, to support purchase and delivery management from the backend.
We devised a B2B solution covering general merchant inquiries, including pre-registration, credit card, and bank account enrollment.
The seasonal Talent Acquisition team was tripled, to screen applicants one-on-one and identify the top tier.
The client needs to significantly scale up in capacity and sought an outsourcing partner that could source and retain the right talent while maintaining consistently high quality of customer service.Â
Inspiro’s quality team identified the root causes of high AHT: Agents are multitasking on many devices and not focused on the call, lack of product and promotion-specific training, and limited agent familiarity with cables and input sources.
Inspiro’s QA team employs a Lean Six Sigma methodology that relies on a collaborative team effort to improve performance by systematically streamlining processes, reducing defects, identifying root causes of issues and recommending solutions.
To streamline the inefficient scheduling, Inspiro implemented Blue Pumpkin, a leading workforce optimization solution for the call center industry. Through this solution, Inspiro could collect critical data and determine how many agents were taking calls and at what times.