Case Study: a global business solutions provider improves B2B revenue management with iQor

Global Business Solutions Provider cuts AHT by 8% with iQor

A global business solutions provider faced the challenge of managing complex, high-value B2B revenue recovery services. Historically keeping these back-office processes in-house and domestic, the client needed to maintain exceptionally high performance standards to preserve key enterprise relationships while seeking greater efficiency. They turned to their long-term strategic outsourcing partner, iQor, to manage these critical account recovery and revenue management services.

iQor implemented a solution utilizing domestic, nearshore, and offshore teams, along with proprietary technology like the VALDI interaction analytics platform and the sQan coaching tool. This included a rapid offshore launch in the Philippines and the implementation of a three-phase robotic process automation (RPA) strategy. The results for iQor's client were significant, including quantifiable revenue increases and over $100,000 in annual cost savings. iQor consistently met or exceeded all KPI goals, such as achieving 99% quality scores across six lines of business, reducing average handle time by 8%, and exceeding aging goals by 7%.