What was the main challenge in the Scaling Success case study?

The client experienced customer base growth beyond their early 2022 projections, requiring a scalable hiring and training strategy to maintain customer service quality.

How did UnifyCX address the client's rapid growth?

UnifyCX collaborated with stakeholders to forecast staffing needs, onboard additional leaders, and maintain KPIs, ensuring fast and responsive customer service.

What were the results of UnifyCX's approach?

UnifyCX met delivery targets consistently, achieving customer satisfaction while maintaining associates’ training scores at 92.41% and nesting scores at 90.84%.

What services did UnifyCX provide in this project?

UnifyCX delivered back office and customer service support through voice, email, and chat channels for a telecommunications client.

Scaling Success

The business experienced significant growth in their customer base that were beyond their early 2022 projections.

Discover how UnifyCX can amplify your performance and scale your customer service.

How UnifyCX Supported 3000% Growth While Maintaining Exceptional Customer Experience

Opportunity

The business experienced significant growth in their customer base that were beyond their early 2022 projections. Partnering together to develop the best hiring and training plan to accommodate the growth of over 3000% in the past year and keep the same level of customer experience with fast responsive customer service.

Solution

Partnered to understand sales projections and timelines. Worked on forecasting based on projections to align with FTE increase. Collaborated with internal stakeholders, including operations, training, recruiting, and technology to strategize the best approach. Onboarding additional leaders and talent to maintain KPIs, including customer satisfaction.

Results

UnifyCX continued to consistently meet delivery attainment maintaining customer satisfaction and associates’ training scores were at 92.41% and nesting score 90.84%.

About UnifyCX

UnifyCX delivers a human-powered, tech-enabled customer experience by fusing the best of human expertise with advanced AI technology. We offer a comprehensive suite of customer experience management tools designed to enhance every stage of the customer journey. With a global presence and a commitment to innovation, UnifyCX is redefining what exceptional customer service means. As a certified NMSDC Minority Business Enterprise (MBE), and woman-owned business, we take pride in our diverse workforce. To learn more about how we can help you achieve your business goals, visit www.unifycx.com or email info@unifycx.com.