Multi-Vendor Contact Center Performance Turnaround
Improving Customer Experience and Rebuilding Client Trust
+100 Nearshore FTE Expansion | CSAT & FCR Improvement | Increased Client Volume
Client Context
A large enterprise client operated customer service operations across multiple contact center vendors. Vendor performance was highly competitive, with call volume allocation determined by operational results and customer experience metrics.
One vendor program was receiving reduced call volumes due to declining performance compared to competing providers. The relationship with the client had also weakened, and the program was increasingly being treated as a backup provider rather than a strategic partner.
Challenges
Several operational and relationship challenges were limiting performance and growth potential:
• Limited visibility into operational performance data and drivers
• Reduced call volume allocation due to declining CSAT and First Call Resolution performance
• Insufficient client engagement and strategic communication
• Teams lacked a clear understanding of performance expectations and the growth opportunity tied to improved results
• Organizational alignment around performance improvement and future expansion was weak
Approach
A focused performance improvement strategy was implemented to rebuild operational credibility, improve customer experience performance, and reposition the program as a trusted delivery partner.
Operational visibility and performance transparency
• Introduced daily operational reporting and performance dashboards to provide visibility into CSAT, FCR, and service performance metrics
• Enabled leadership teams to quickly identify performance drivers and operational gaps
Customer experience root-cause analysis
• Conducted detailed analysis of CSAT detractors and repeat call drivers
• Identified operational gaps contributing to unresolved customer issues and repeat contacts
IVR and call routing optimization
• Partnered with the IVR and routing teams to improve call flows and ensure customers were routed to the appropriate support teams
• Reduced unnecessary transfers and improved issue resolution efficiency
Training and knowledge improvement
• Worked closely with the client training and knowledge management teams to address identified knowledge gaps
• Updated training materials and coaching programs to strengthen issue resolution capability
Strengthening client engagement and governance
• Increased collaboration with stakeholders on the client side to ensure transparency and alignment around operational strategy
• Established stronger governance routines and communication cadence to keep both organizations aligned on performance goals
AI and analytics opportunities for CX improvement
• Identified opportunities to leverage AI-enabled voice and speech analytics to improve quality monitoring, issue detection, and coaching effectiveness
Operational efficiency and role optimization
• Identified non-essential administrative tasks that could be outsourced or automated to free up time for managers and supervisors
• Allowed leadership teams to focus more on coaching, performance management, and customer experience improvement
Impact
The operational improvements significantly strengthened service performance and rebuilt client confidence in the program.
Improved customer experience performance
Increased Customer Satisfaction (CSAT) and First Call Resolution (FCR). Reduced repeat call drivers through improved routing, training, and issue resolution
Greater operational transparency
Daily performance visibility enabled faster issue identification and resolution. Leadership teams gained stronger insight into operational drivers and customer experience performance
Stronger client relationship
Improved communication and governance strengthened trust with client leadership. The program transitioned from being viewed as a backup vendor to a trusted operational partner
Program expansion and growth
The client increased call volume allocation as performance improved. Expanded service delivery to include nearshore bilingual customer support operations. Added approximately 100 additional FTE supporting nearshore delivery