Case Study: a Fortune 500 energy provider achieves record-low agent attrition with iQor

Fortune 500 Energy Provider cuts attrition to 3% with iQor

A Fortune 500 energy provider faced the challenge of managing high-touch customer support for its sizable customer base while contending with high agent attrition and the need for operational efficiency. They sought a BPO partner capable of meeting stringent compliance and quality standards, ultimately selecting iQor for its employee-centric culture and operational expertise.

iQor implemented a comprehensive suite of BPO solutions, including award-winning active-learning training, AI-powered attrition prediction, intelligent workflow automation, and multilingual support. This strategy resulted in industry-leading outcomes for the energy provider, including a remarkably low 3% agent attrition rate, a 70% employee net promoter score, and $14 million in annualized savings. iQor also achieved year-over-year improvements in key metrics like customer satisfaction and first-call resolution.