Case Studies

Apex Chat

Challenge

California based Apex Chat provides a technology where a chat window can appear on businesses’ websites. They got in contact with SkyCom looking for Spanish speaking chat support as they realized they had a huge untapped only Spanish speaking market in the U.S.

Solution

During the conversations with SkyCom the client realized quickly that not only could we support the Spanish but also the English speaking market with bilingual agents.

Results

With the bilingual agent setup Apex Chat has gained a more efficient chat support flow as any agent can handle chat support in either language. Apex Chat reduced their operational costs with 31.5% and on top of that their lead conversion rate increased by 15% since starting to work with SkyCom.

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Total cost reduction

Zoompass

Challenge

Canada based Zoompass were looking for lowering their operational costs and found that bilingual English-French staff were expensive to get for their domestic call center. They did find a nearshore provider but that unfortunately didn’t quite provide the professionalism and standards they were seeking so when looking for a new provider they came across SkyCom.

Solution

Zoompass decided to let SkyCom handle the customer service for two of their clients as an initial phase with operators speaking both English and French (and Spanish for the occasional customer). Zoompass provided a remote training to a senior SkyCom staff member in their product support guidelines who then gave all agents the training they needed to start handling calls.

Results

Since the initial agreement Zoompass has moved all their customer service accounts to SkyCom and have had satisfactory service level ratings of over 97% for their calls ever since. On top of that they have made 41.57% cuts in their operational spend, showing that savings can be made while keeping service levels up.

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Cost savings

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Service level rating

Case Studies
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