How UnifyCX Expanded Operations to Enhance Home Warranty Services
THE OPPORTUNITY
For a home warranty client, we launched operations, adding to their existing three other BPO partner team. We specialize in troubleshooting home warranty issues for all products covered under various home warranty plans (all appliances and utility products – Air Conditioners, water heaters, furnaces, water filtration systems and more).
THE SOLUTION
The primary challenge faced by UnifyCX was to rapidly scale its operations to meet increasing demand while maintaining high-quality customer service and brand ambassadorship. This growth needed to be achieved within a short timeframe without compromising the efficiency and effectiveness of their troubleshooting services.
THE RESULTS
Within just three months, we successfully expanded the program’s workforce to a 400% increase in staffing while eclipsing the other BPO partners quality experience. This customer-focused growth allowed our client to:
- Significantly reduce customer wait times
- Expand service hours to accommodate more customers
- Handle a broader range of home warranty issues across various products
- Improve overall customer satisfaction rates
With its newly expanded team and refined processes, the client is well-positioned to capture a larger market share in the home warranty customer support industry. To stay ahead of the competition, the next steps include expanding into new geographic regions within our BPO, diversifying service offerings, and further enhancing technological capabilities.
