Case Study: a multinational retailer boosts driver delivery performance with iQor

Multinational Retailer clears 42K emails and boosts CSAT 50% with iQor

A large multinational retailer faced significant challenges in supporting its expanding driver delivery program, including a backlog of 42,000 unanswered applicant emails and the need for a scalable, bilingual staffing solution to handle peak demand. To address this, the retailer partnered with vendor iQor to manage its driver applicant support process.

iQor implemented a nearshore solution using bilingual agents from its Medellín, Colombia location, leveraging its workforce management and process optimization expertise. The results were substantial: iQor cleared the entire email backlog, doubled service level targets, and increased customer satisfaction scores by 50%. The success led the retailer to expand the partnership, and iQor tripled its market share for active driver support with the client.