Case Study: One of the Three Largest U.S. Credit Agencies achieves 18% Higher Sales Conversion with Sutherland Global Services

Largest Credit Agency - Customer Case Study

Sutherland Global Services partnered with one of the three largest credit agencies in the United States. The client was struggling to increase sales conversion rates and improve the customer experience while also managing challenges with regulatory compliance, high agent attrition, and volume spikes.

Sutherland Global transformed the client's operations by handling 67% of its incoming calls and implementing new technologies to manage compliance. Their solution involved analyzing call data to identify the most profitable call types and routing them to top-performing sales agents. This strategy, combined with continuous monitoring and auditing, led to a consistent 18% improvement in new unit sales conversions and ensured all SLAs and customer satisfaction score targets were met.