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The
Results

Our clients achieve significant savings in
their operating costs.

Accedo delivers value and real cast savings under the most experienced and seasonaded team of managers in the Nearshare industry.

Our bi-lingual, well-trained and highly motivated customer interaction employees make separate call center for Spanish speaking customers unnecessary and, at the same time, are closely attuned to the America Culture.

Competitive
Advantage

  • World Class Delivery:

    • Ranked scorecard Global BPO Vendor for Fortune 100 & Private Tech Clients.

  • Experience In:

    • Retail, E-commerce, Telecom, Cable, Mobile, Satellite, Financial Services, Healthcare, CPG & Professional Services.

  • Technology:

    • Partner with Leading Customer Technology Firms.

  • Multilingual:

    • 100% English & 100% Spanish.

  • Nearshore:

    • EST/CST Timezones, Cultural Awareness, Proximity to the U.S.

  • Cost Efficient:

    • Our average client saves 50%+ in Service & Operating costs annually.

  • Scale Fast:

    • Delivered New 600 agents in 3 months & hit all SLAs in 60 days.

  • Data Protection:

    • Security & Compliance with U.S Privacy Data Laws & Regulations.

    Case Study

    #1 U.S. Luxury Retail Brand

    • Reduction Handle Time (Sustained)
    • Quality and Analytics
    • Growth CSTA and Tech Resolution Rates

    Rapid Ramp for a Tech client

    Onboarding 600 agents in 22 days

    graph

    Problem Statement:

    • Spike in client vols due to COVID-19 (online delivery orders up to 500%)
    • Staffing issue at other offshore sites-70% Shrink Levels

    Accedo Solution:

    • Multi site map plan of 600 agents within 22 days
    • Deployed multi skill agents (Voice, Chat & Back-office) to ensure service levels across LoB's can be managed
    • Combination of W@H model and office staff
    • Cuistomized WFM and Training Solutions modules to meet client needs

    Reduction Handle Time

    (Q2,2020) AHT improvements driven by fast, scale, in-depthQA call analysis; with constant QA and TL feedback & Coaching.s

    Week 1Week 5

    527.31410.58

    Vector 1

    MTD:

    474.49

    MTD: 474.49

    Quality

    (Q2,2020) AHT improvements driven by in-depthQA customer call sentiment analysis. We understand Fast what our customers concerns are.

    Week 1Week 5

    80.08%83.46%

    Vector 2

    MTD: 79.22%

    MTD:

    79.22%

    Highlights:

    Week 1: Agents were focused on providing the best customer servicer along with proper procedures.

    Week 5: We were able to find the balance between correct procedures and customer satisfaction for new hires and tenures agents.

    AHT Reduction: -14 seconds

    QA-CSTA Mapping: +7 pts

    Sales Improvement: +22%

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