Case Study: MSXI improves call center service quality with Logi-Serve

MSXI improves call center service quality 5X with Logi-Serve

Logi-Serve worked with MSXI, a provider of call center services for a major automotive OEM. The client's challenge was to identify and hire call center employees with superior customer service potential in order to improve the overall quality of its warranty solution program.

Logi-Serve implemented its Service and Sales Assessment, creating a customized benchmark based on the client's top performers. The solution successfully identified high-potential employees; those who scored high on the Logi-Serve Assessment received significantly higher supervisor ratings. Employees with scores in the bottom 50% were five times more likely to have received warnings and customer complaints.

MSXI