Case Study: a leading financial services provider achieves rapid high-performance customer care outsourcing with iQor

leading financial services provider achieves 67% eNPS in 60 days with iQor

A leading financial services provider faced the challenge of outsourcing its customer care operations for the first time. The company needed a partner that could build a comprehensive team of agents within 60 days while meeting rigorous performance benchmarks and handling sensitive financial data with high-touch support. They selected iQor for its customer care outsourcing services, leveraging iQor's employee-centric culture and deep experience in financial services.

iQor implemented the solution by launching an offshore program in the Philippines, utilizing its specialized training, AI-powered recruitment, and analytics-driven coaching. The results were exceptional, with iQor achieving all performance goals from the first month. Key outcomes included a 67% employee Net Promoter Score (eNPS), a 94% agent training graduation rate, and exceeding targets for quality and customer satisfaction, solidifying a successful first-time outsourcing partnership for the client.