Project Description

Roadside Assistance – Voice

A roadside assistance client was facing inconsistency with their current vendors to meet staffing demands considering fluctuations and difficulty in reaching performance  KPIs.

Launch Date: May 2021

B2B and B2C

Problem
Inconsistency with their current vendors to meet staffing demands fluctuated and continue to perform on KPIs.
Solution
Met KPIs through hiring increasing speed to proficiency and were able to prove stability and fluctuations to meet demands.

  • Highlights

  • Pilot team of 50 and in less than a year, grew to over 800 FTEs by building client trust and exceeding all core KPIs.

  • Continued partnership in flexing up and down based on volume fluctuations.

  • Started with 1 LOB and now assist with 6 LOBs including one which was previously done only in-house.

Performance

Met KPIs through hiring increasing speed to proficiency and were able to prove stability and fluctuations to meet demands.

  • Quality Critical score is above client expectations at 96%

  • Consistently outperforming the network in AHT

We seamlessly enhance your enterprise.

Collective Solution, founded by entrepreneurs, provides a personalized call center experience tailored for business growth. With nearly two decades in operation, we simplify scaling customer service by managing complex operations. Our seasoned, dedicated team delivers cost-effective solutions without compromising operational excellence. We seamlessly integrate with our clients’ company culture, prioritizing high-quality service and fostering confidence. Ensuring a consistently positive experience for both clients and their customers is vital to our success.

  • Tailored Solutions For Every Client – We provide tailored customer service and revenue growth strategies, specifically crafted to address the individual requirements of every enterprise.

  • Entrepreneurial Mindset – Our entrepreneurial mentality ensures that we tackle every client’s obstacles with ingenuity, innovation, and a resolute drive for success.

  • All-Hands Approach – Utilizing an all-hands approach, our entire team is devoted to delivering outstanding customer service and fueling revenue growth for our clients.

Inbound

Our inbound customer care provides responsive solutions for all business sizes. Prioritize client needs with dedicated or shared agents delivering exceptional call experiences. Focus on meeting customer demand as we seamlessly extend your business.

Outbound

Our outbound customer service empowers businesses to improve relationships and sales. We collaborate to fortify customer bonds, drive sales, and elevate service reputation, treating clients as our own.

Back Office

Our Back Office support optimizes operations and productivity by managing contracts, invoices, payment tracking, and verifying online applications. We handle crucial tasks, letting businesses focus on core objectives and success.

Human-Assisted AI

With Human Assisted AI, we merge AI and human expertise, streamlining operations and decision-making. Services include NLP, predictive analysis, RPA, chatbots, and contract/information management for business growth and success.