Case Study: Virtual Program Launch

Ramesh RanjanLeave a Comment

Virtual Customer Service

Case Study: Virtual Program Launch

We transitioned an on-campus customer service program launch for a new retail partner into a 100% virtual launch in one week, after original implementation plans were disrupted by the global pandemic of COVID-19.

Throughout this transition, we leveraged key considerations such as culture, training, structure, and creativity, to deliver fast execution of our Intouch@Home solution. Some highlights from the first few weeks of the launch include:

  • High Agent Retention
  • Service Level Normalization
  • No Calls in the Queue

Fill out the form to download our case study and learn what it takes to transition an on-campus launch to a virtual launch in one week.