Enhancing CSAT and Reducing Costs Through Operational Excellence

ObjectiveSummary

To reduce customer care costs while maintaining quality and overcoming outsourcing challenges.

The Challenge

The client is a leading Mortgage Services Provider in the US. They wanted to reduce the cost of their onshore customer care center without sacrificing quality or the customer experience. However, they faced challenges, including having no prior experience with outsourcing customer calls and dealing with the time-intensive process of training onshore resources, which pulled staff away from their other responsibilities. They were looking for a trusted partner who could do this without disrupting their workflow.

The Solution

Performance, Trust, Growth - The Moder Way

Moder established a high-performing customer care center in Philippines by hiring experienced resources and training them on mortgage servicing, supported by US-based trainers and supervisors. This success led to the expansion of a larger site in Cebu, which continues to maintain top-tier SLA scores and customer trust.
Establish a new customer care center in Philippines, as a proof of concept.
Hire resources with experience in customer care and train in mortgage servicing.
US-based trainers will train the team on mortgage servicing customer care.
Supervision by US-based teams for 1 month to ensure proper support.

Reduction in the cost of onshore customer care operations by

Improved customer service scores (CSAT) from 86% to

Exceeded client target CSAT score of

Improved quality scores from 87% to

Schedule adherence increased from 89% to

Related Services

Enhancing CSAT and Reducing Costs through Operational Efficiency and Expertise

ObjectiveSummary

Performance, Trust, Growth - The Moder Way

Related Services