Case Study
VERAFAST HELPS CLIENT SCALE SUCCESSFUL WARM TRANSFER PROGRAM
The Background
Ver-A-Fast partnered with a rapidly growing client whose previous vendor couldn’t scale to meet demand or connect with leads fast enough. By implementing measurable KPIs, automated reporting, and custom quality systems- backed by weekly calibrations and coaching - Ver-A-Fast enabled the client to expand from 15 to 37 full-time agents in one year, more than doubling monthly hours. The result: consistent performance improvements, faster response times, and outcomes that continue to outperform the client’s other contact center partner.
The Challenge
The client was rapidly growing and their existing vendor was unable to handle existing lead volume or scale/increase hiring quick enough. As their business needs continued to grow, they needed another reputable outsourcing partner with the technological advancements to handle call volume in real-time and a culture that matched their values, which is why they chose to work with Ver-A-Fast. Their challenge for Ver-A-Fast was that in order for them to beat out their competitors and continue to grow, their outbound calls needed to be placed to their leads within 7 to 12 seconds of that customer submitting an online form.
The Solution
Ver-A-Fast worked closely with the client to determine accurate and measurable KPIs to help the client quickly scale their workforce. Automated reporting and customized quality systems were created and customized to the client to help the program, and ultimately the client, continuously improve. In order to ensure the highest quality is maintained, Ver-A-Fast and the client perform weekly calibrations to analyze performance and adjust scripting.
“Their performance is outstanding. They are completely ethical in their treatment of clients and employees—something rare in outsourced operations. You can take their word for it—you don’t have to filter their answers or guess the real meaning. Their client services are the best I have seen in over 30 years in the call center industry.”
The Results
Ver-A-Fast has helped the client grow and scale from an initial 15 to 37 fulltime equivalent agents in one year, more than doubling their monthly hours. The close interaction between Ver-A-Fast and the client has allowed for continuous quality improvements on their KPIs. Because of Ver-A-Fast’s management style, quality systems, and coaching they are consistently outperforming the client’s other contact center partner and gaining additional work.
Industry
Insurance
Solutions
Inbound Voice
Real time automation