Case Studies

Retail Luxury Store

UpSource views customer service as the function of delivering your promise through the people hired to represent your brand. The delivery of a positive customer experience during all interactions is imperative, even more so today in our unsettled economy.

The Concern

A well known brand in the luxury store/catalog space had a long term relationship with an organization that was providing all aspects of order entry, processing, fulfillment and customer management for this recognized brand. Their customer satisfaction levels, repeat business and reputation were being threatened without their knowledge.

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Insurance Bill Service

A well established provider of insurance billing services was having difficulties managing staff activities and costs on their outbound follow up work for insurance investigation, claim follow‐up and appeal information gathering. The calls were very long and the agents had difficulty in accurately capturing all pieces of information necessary to complete transactions. The provider was unable to identify a cost per completed transaction because they were paying an hourly rate for the employee and were unsure how long it was taking to fully compete a case.

 

The billing provider looked to solve this problem by outsourcing this work. They decided to move the work to an outsourcer in India. After two years of working with the call center in India, the provider was still not satisfied. more