Case Study: UpSource achieves double‑digit FCR and CSAT gains in six months with VPI EMPOWER

UpSource Implements VPI EMPOWER: Achieves Double-Digit Increases in FCR and CSAT in Just Six Months

UpSource, Inc., a provider of outsourced sales, support and technology services, faced the need to boost First Contact Issue Resolution and Customer Satisfaction while speeding up reporting and information sharing to increase agent accountability. To address these challenges, UpSource selected VPI and its VPI EMPOWER suite to modernize QA, performance reporting and coaching processes.

VPI deployed EMPOWER components—including VPI Fact Finder, real-time desktop tickers and scorecards, automated QA selection with “auto‑fail” routing, integrated e‑learning/messaging and e‑coaching—to deliver faster, actionable feedback and targeted coaching. The combined technology and process changes produced measurable results in six months: a 10% increase in First Contact Issue Resolution, a 12% increase in CSAT and an 8% rise in agent knowledge, along with improved management efficiency, accountability and customer loyalty.

UpSource

Michelle Steinmeyer

Vice President of Operations