Need – The client wanted the cost benefits associated with offshore outsourcing but was extremely unhappy with its current India provider. Telecom issues were common and there seemed to be little proactive communication from the Vendor. It was difficult to know what was happening within the call center at any point in time but they felt locked in as transitioning back to the US or somewhere else would be extremely difficult.
Solution – Our client wanted a more stable partner that was reliable and had a strong reputation yet also needed a partner that would provide special attention to their unique needs during transition. Knoah Solutions met with them over the course of 6 months and worked closely to create a transition plan that would minimally impact their customers while insuring a smooth transfer from the previous outsourcer. Knoah defined a number of contingency plans depending on a number of unexpected scenarios with the previous outsourcer.
Benefit – Knoah’s flexibility and focus on tailored implementations along with their reputation and award-winning recognition in the industry allowed them to come up with a highly creative and flexible plan that involved unique recruiting techniques and a flexible telecom infrastructure that greatly facilitated the transition plan. KnoahsARK, Knoah’s Recording and QA platform coupled with a joint US/India Management team insured that the client was not only aware but collaborative in the ongoing operations.
