Need – With a constrained budget and an onshore contact center partner, our client was experiencing low customer satisfaction due to long hold times and low FCR rates.

Solution – By working with Knoah Solutions, the client was able to double their staff without increasing costs insuring that all calls were being answered in a timely manner. Knoah’s training and management made sure that only appropriate issues were escalated to the US and all other issues were handled by the multi-tiered team set up in our India facilities.

Benefit – By moving offshore, the client was able to significantly increase their customer satisfaction and key performance indicators without increasing costs. Knoah also built a knowledge base which they modified so it could be put on the client’s website to promote self-service.