Need – Our client was struggling with finding and keeping a high-quality work force to staff their customer service and technical support call center. Recruitment and hiring was becoming increasingly difficult and with the onset of the winter season where call volumes would increase, the client was concerned how they might be able to maintain good quality customer service.
Solution – Knoah Solutions not only can provide low-cost contact center services but more importantly, Knoah has access to a very large pool of English-speaking, technically proficient resources. Not only is Knoah a leading provider of contact center services, but Knoah has also become extremely proficient in recruitment and hiring. All Knoah employees are college graduates and our recruiting process is selective such that Knoah tends to hire only 5% of job applicants. Knoah has worked extensively with local universities to create courses designed to prepare students for Contact Center work as well as working with these universities to support our recruiting efforts. The result is access to resources that are trainable and prepared for the call center environment.
Benefit – Knoah has been able to provide high-caliber resources providing comparable support to the client’s most senior resources at a fraction of the cost. Although there was concern about how customers would react to an accent, the feedback and results have been overwhelmingly positive. ABA has dropped significantly, AHT’s have been maintained and with Knoah’s extensive analytics capabilities, more time can now be focused on optimizing the support center including managing returns and credits.
